Packnet Limited Dispute Handling Process and Code of Practice
About Packnet
Packnet Limited provides telecommunications services to both Business customers.
Our Registered office is at:
The Innovation Centre, Keckwick Lane, Daresbury, Cheshire, WA4 4FS
Packnet Limited is registered in England.
Our Company Registration Number: 04920552
Our place of business and address for correspondence are:
The Innovation Centre, Keckwick Lane, Daresbury, Cheshire, WA4 4FS
Telephone: 0161 660 2350
Email: support [at] pack-net.co.uk
Website: www.pack-net.co.uk
About this Code of Practice
This Code of Practice describes the products and services we supply to our customers and contains information on the services and their provision. It provides information on how to contact us regarding any of our services and our dispute resolution procedure.
Packnet Limited aims to provide a high standard of Customer Service and to deal with any complaints in a fair and transparent manner.
Below are the details on how to complain if you feel we have failed to meet the standards you, the customer, expect.
Pricing Information
You will find full details of our pricing information on our website: https://mymetis.co.uk
Prices shown on our website are quoted without VAT.
Packnet Limited offers services that can be ordered via our website, by completing forms, or by creating services in your online account, which, in turn, creates a billing event. Our Sales and Support Teams are available to advise you on both products and billing information during our business hours. Any data collected during the ordering process will only be used by Packnet Limited for the provision of the required service, billing, and contact purposes.
Invoicing Details
Invoices are issued in advance for any services ordered from Packnet Limited and payment can be made in the following ways:
- Credit or debit card,
- Direct debit
- BACS.
For queries, please get in touch with our Accounts Team or your Account Manager on 0161 660 2350 (option 3).
We aim to settle the problem whilst we are talking to you; if this is not possible and further investigation is required, we will keep in contact with you and advise you as soon as the problem is resolved, at which time we will either credit the invoice or allocate a refund to your account, if applicable.
In the case of refusal to pay any invoices due or late payment of invoices, Packnet Limited reserves the right to suspend services, in line with our current terms and conditions.
In the event of late payment, we will attempt to contact you by Email or Telephone before suspending your account.
Packnet Limited reserves the right to refuse reconnection to any services if you have been disconnected due to non-payment of outstanding invoices.
Technical Support Team Contact Details
Packnet Limited provides a Technical Support help line during the following times;
Business days from Monday to Friday from 08:30 AM to 17:00 PM.
A business day means any day other than a Saturday, a Sunday or a public holiday in England, when the banks are open for business in London, UK.
The support desk can be contacted by calling 01616602350 or via email at voip [at] pack-net.co.uk.
Our Accounts staff can be contacted on working days between the hours of 09.00 to 17.00 by email: accounts [at] pack-net.co.uk or by phone 0161 6602350 [option 3].
Our Sales staff can be contacted on working days between the hours of 08.30 to 17.00 by email: accounts [at] pack-net.co.uk or by phone 0161 6602350 [option 2].
Complaints Procedure
If you should have cause to complain about any services supplied by Packnet Limited, you can make a complaint by any of the following methods.
- Completing this form, or
- Contact the Accounts or Support Team on 01616602350
- Please send an email to accounts [at] pack-net.co.uk or in writing to our registered office address.
We will confirm receipt of your complaint and aim to process it within 6 to 8 weeks. We will keep you informed at all times of our progress on the matter.
Dispute Resolution and Alternative Dispute Resolution (ADR)
- We are registered with the Communications Ombudsman service. It provides an independent, impartial (ADR) means of resolving disputes outside the courts for communications providers and their customers. This is the last point of contact if customers are not satisfied with the complaints procedure.
- Their contact information can be found here:
- Contact: Communications Ombudsman Services, PO Box 730, Warrington, WA4 6WU, United Kingdom
- Telephone: 0330 440 1614
- We will abide by any decision made under the ADR Scheme.
- You can raise a dispute here
- We are regulated by the Office of Communications (“Ofcom“), the independent regulator and competition authority for the communication industries in the United Kingdom. Ofcom can be contacted by post to Ofcom, Riverside House, 2a Southwark Bridge Road, London SE1 9HA, or by calling 0300 123 3333 or 020 7981 3040
- We are a member of Comms Council UK (“CommsCouncil UK“) and subscribe to the codes of practice. Comms Council UK can be contacted here.
If we are unable to resolve your complaint satisfactorily, we will issue a “deadlock” letter so that you may make a complaint through the Communications Ombudsman, an independent alternative dispute resolution (ADR) scheme.
