Company - Policies

Timewarp Code Of Practice
Including infromation on our complaints handling process

1. About Us
As one of the first ISP’s in the UK to provide broadband Timewarp has built up its experience to become a company that can supply a fast reliable service backed by a support team that can answer any question you have. We have maintained our goals of providing a high quality of service at a price that is reasonable in the marketplace.

Our ethos at Timewarp is not to do heavy advertising and overload our network, but to provide the best quality of service to our existing customers, which at the end of the day is why we are here. We don’t have a sales team so all sales are by recommendations or from our website and as we are still growing strong this speaks for itself.

We have recently invested heavily in upgrading its network to ensure a high level of stability and performance for our customers, and remain committed to maintaining a high resilience and reliability across its network.

Timewarp prides itself on the team we have built over the years, for whatever reason you should have to contact us you will always be greeted by one of our friendly team members who is ready to answer your question or query in a way that you will understand in plain English without confusing you with complicated technical terminology.

Timewarp remains committed to staying at the forefront of any advancement in technology to ensure Timewarp remains at the cutting edge of Internet provision.

2. The purpose of the Code
The purpose of this Code of Practice is to provide full information about the working relationship between you the customer and us as your supplier, also to advise you of our complaints handling procedure.

3. Contact details
Details can be found at http://www.timewarp.co.uk/contacts/contacts.php
Timewarp is regulated by OFCOM (http://www.ofcom.org.uk/) whose contact details are as follows:

OFCOM Contact Centre
Riverside House
2a Southwark Bridge Road
London, SE1 9HA

Tel: 0845 456 3000
Fax: 0845 456 3333
E-mail: contact@ofcom.org.uk

4. General philosophy
Timewarp’s mission is simply "to provide a friendly professional service at a competitive price ".

5. Range of services
Broadband
Dialup
Web Hosting
Email Hosting
Server Hosting
Network Installations
Support Contracts
Server Rental

You will find full descriptions of all the products and services available from the Timewarp website at: http://www.timewarp.co.uk

6. Customer Service
6.1. Ordering Products and Services
Most Timewarp services may be ordered online at http://www.timewarp.co.uk all our services are also made available by direct contact with our sales team on the telephone numbers provided or can be ordered via fax.

6.2. Charges
Full tariff information can be found at http://www.timewarp.co.uk or a price list can be requested via post, email or fax by contacting our Accounts or Sales teams to retrieve this information.

The following payment methods are accepted: All major credit cards (except American Express), Debit Card (except Visa Electron), Cheque, BACS transfer and Standing Order. Cash payments and Direct Debit payments are not accepted.
Full itemisation is available on invoices.

All products and services are made as a single supply; your account may be suspended or closed if any sum due for a product or service is unpaid or is in arrears.

6.3. Faults
Although we attempt to provide all customers with the best possible service, we cannot guarantee that our products and services, or products and services from a third party will never be faulty. However, we will correct all reported faults as soon as we possibly can.

If there is a fault with your service, you should report it as soon as possible by telephoning 08707571159 or e-mailing us at support@timewarp.co.uk

6.4. Complaints

Stage 1
In the first instance, we ask that all customers should contact a member of staff in the relevant department relevant to their complaint. If the complaint is account related, an Accounts/Credit Control adviser should be contacted; if the complaint is support related, you should speak to a Technical Support adviser; if you complaint is more general, speak to a Customer Services adviser. Telephone contact numbers for various departments may be found at the Timewarp website http://www.timewarp.co.uk/contacts/contacts.php. Our advisers will take all relevant information regarding the complaint and will investigate thoroughly and, where possible, resolve the issue directly.

Stage 2
In most scenarios, no further action will be necessary at this point. However, if the adviser is unable to resolve the complaint to your complete satisfaction, your complaint can be escalated up to the department's Manager, who will contact you within one hour and undertake further investigation to resolve the said complaint.

Stage 3
If you ae still not satisfied with the outcome, your complaint is now twelve weeks old and not resolved, or you have been sent a deadlock letter from us, you can now contact CISAS who offer an independent resollution service.

CISAS
c/o The Chartered Institute of Arbitrators
12 Bloomsbury Square
London, WC1A 2LP

Tel: 0207 421 7432
Fax: 0207 404 7150
E-mail: admin@cisas.org.uk
Website: www.cisas.org.uk