UP Telecoms' Code of Conduct

Conduct of our business

Please contact us if you have any questions on the content of this Code of Conduct document. This code is intended to state publicly how we will act in the conduct of our business.


UP Telecoms Mission

UP Telecoms is committed to creating long-term sustainable value for everyone connected to our business and the communities we proudly serve.

We are focused on providing an honest quality of service for our customers. This doesn’t just mean providing transparent and affordable business telephone solutions as we believe this should be a given. The full customer journey experience is at the heart of this business.

Efficiency. Dedication. Together.

These three simple words are the foundations UP Telecoms has been built upon. Our mission is to improve the entire business telecoms experience, provide a dedicated and personalised service and work with our customers to ensure their telecoms work for their business. All the while, rewarding their loyalty as a customer.

If we can do all this and have some fun along the way then perhaps we can change the perception, certainly for our customers, of the telecoms sector.

About Us

We are a friendly, customer focused, telecoms provider with over 40 years’ combined experience in business to business telecommunication solutions. We supply Business Phone Systems (PBX and Hosted) alongside Network and Maintenance Services.

The company was formed by four customer focused professionals who believe that their ethos and business model is much needed in the telecoms sector.

We pride ourselves on our skills, experience, and commitment to customer service.

About this Code

This Code of Conduct has been written in response to the General Condition of Entitlement (GC) 14.2 and GC 14.4 (Codes of Practice and Dispute Resolution) as set out in sections 52 to 55 of the Communications Act 2003.

The processes described in this document are in constant review to ensure best practice by our employees, thereby ensuring corporate responsibility, quality assurance and satisfaction amongst our developing customer base.

Our Services

  • Business Telephone Systems (PBX and Hosted)
  • Call Recording and Call Management Products
  • CTI Software
  • Music On-Hold, Auto Attendant and Night Service
  • Installation Services
  • Training Services
  • Network Services including ISDN Lines, SIP Services, Analogue Lines and Broadband
  • Maintenance Services
  • Warranty Services

The Cost of our Services

We price our services based upon our acquisition price and the supplier RRPs at the point of the sale. The factors that would influence the price to the end user would include:

  • Number of handsets/users/extensions required.
  • If the solution is hosted or on premise (PBX).
  • The features and products required as part of the solution.
  • The duration of the agreements (longer agreements would provide more discounts each month)
  • The manufacturer selected by the customer.
  • The scope of the solution. Whether it includes full network and maintenance services alongside the provision of hardware.

Cancellation of Services

All agreements clearly state the mechanism and terms should a customer wish to cancel. It is noted that if a customer signs a minimum term agreement and cancels before that term has ended then cancellation charges may be payable.

Equipment Warranty

All hardware comes with a 12-month warranty. All customers are given the opportunity to sign a maintenance contract for their telephone equipment at the point of sale which effectively gives an extended warranty and covers all charges for faulty equipment replacement and engineering charges during the term of the contract.

Maintenance and Support

We offer a very comprehensive support package for a wide range of systems including Yealink, NEC, Samsung and Siemens.

Key Features of our Support Agreement

  • Unlimited occasions.
  • Remote and Onsite Support as required.
  • Fast response times.
  • No parts or labour costs beyond the monthly premium.
  • An affordable monthly cost.
  • Various lengths of agreement from 2 to 7 years (higher discounts on the longer-term agreements).
  • Training on products and features.
  • Day to day programming (not just fixing issues).
  • An annual health check on the system (We will confirm when this will be conducted and send through the results).
  • A dedicated support telephone numbers and email.
  • Full cover provided 9am – 5:30pm, Monday to Friday (excluding Bank Holidays).

Access to Services

We use a variety of methods to bring customers onboard, including:

  • Telemarketing
  • Advertising
  • Referrals
  • Social media activity
  • Website/internet
  • Acquisition

Complaint Handling Process and Alternative Dispute Resolution (ADR) Procedure

At the outset it’s important to note that we take all complaints very seriously and will endeavour to make the process as smooth and transparent as possible. Here are the key steps and options.

Step 1

The first step for any complaints would be to contact the Customer Service Team to discuss your reasons for wishing to make a complaint. The Customer Services Team will work with the customer using email, letter and phone calls to resolve any issues. The Customer Service Team would normally ask for a formal letter or clear email detailing the reasons for the complaint so that it can be dealt with efficiently. The Customer Services Team will provide an update upon request and will aim to provide a response within 14 days of the complaint being raised. The Customer Services Team may review their initial response if more information is provided which merits a review of the initial response, however if a final response is sent then there will be no further review by the Customer Service Team.

Step 2

Should you feel the final response from our Customer Service Team is unsatisfactory, you can ask that the complaint is reviewed by a Director / Senior Manager. The Director / Senior Manager that reviews the case will make their decision and contact you. Please allow 14 days for Step 2 to take place and please initiate Step 2 before a month has elapsed from the final response under Step 1.

Step 3

If Step 1 and 2 above have been completed and you remain unsatisfied then you can request a Deadlock Letter from the Customer Services Team and make a complaint to Ombudsman Services: Communications of which we are a member:

Ombudsman Services: Communications
PO Box 730
Telephone: 0330 440 1614
Facsimile: 0330 440 1615
Textphone: 0330 440 1600
Email: enquiries@os-communications.org

The Ombudsman Services: Communications is an independent alternative dispute resolution scheme.

Compensations or Refunds

The full extent of our liability for direct or indirect costs, loss of profit or goodwill is clearly set out in the contract documentation which is signed by every customer at point of sale.

Where a billing error has occurred, we will endeavour to correct the error immediately once its been found. The rectification could be paid immediately or offset with the next bill.

Customer Rights

All our contracts have clear terms and conditions with a specific contract depending on the type of service.

We maintain a database of customer information. We comply with all aspects of the Data Protection Act 1998. Customers may request a copy of the information that we hold about their business.

We sometimes act as an introducer to financial intermediaries to assist with Customers telephone equipment purchases. We are committed to ensuring that the companies with whom we work fully comply with the provisions of the Consumer Credit Act 1974 as well as maintaining the applicable FCA Permissions where applicable.

Communication with Customers

As a communications company we have lots of methods of dealing with Customers and ample ways in which a Customer can contact us, these include:

  • Structured email addresses (Maintenance email, customer service email etc).
  • Website with several contact methods and a contact us page.
  • Several Advertised Phone Numbers.

Please feel free to speak to us if you have any questions on the content of this Code of Conduct document. This code is intended to state publicly how we will act in the conduct of our business.