Dispute Handling Code of Practice

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:

Duplex 2
Ducie House
37 Ducie Street
Manchester M1 2JW

Packnet Limited is registered in England.

Our Company Registration Number: 04920552

Our place of business and address for correspondence is:

Duplex 2
Ducie House
37 Ducie Street
Manchester M1 2JW

Telephone: 0161 660 2350
Email: support [at] pack-net.co.uk

Web site: www.pack-net.co.uk

About this Code of Practice

This Code of Practice describes the products and services, which we supply for our customers, and contains information regarding the services and their provision. It gives information on how to contact us regarding any of our services and our disputes 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 you will find the details of how to lodge a complaint in the event that you feel we have failed to meet the standards that you the customer expect.

Pricing Information

You will find full details of our pricing information on our website: https://voip.mymetis.co.uk

Prices shown on our website are quoted without VAT which is added at the current rate (20% as of December 2011).

Packnet Limited offers services that can either be ordered via our online website or by the completion of forms or simply by creating services within your online account that in turn create a billing event. Our Sales and Support Teams are available to advise you on both products and billing information during our hours of business. Any data collected during the ordering process will only be used by Packnet Limited for the provision of the service required, billing and contact purposes.

All of our standard packages are subject to 12-month contracts. All contracts can be cancelled after this initial period by giving us 30 days written notice.

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, which can be setup at the time of order, or by contacting our accounts team.
  • BACS or Standing Order.

In the case of a query we ask that you contact 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 and Telephone prior to suspension.

Packnet Limited reserves the right to refuse reconnection to any services should you have been disconnected through 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 08:30AM to 17:30PM.

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 17.30 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 please contact the Accounts team or any member of Technical Support Team on 01616602350, by email to accounts [at] pack-net.co.uk or alternatively in writing to our registered office address.

If this does not resolve your dispute then please address your complaint to:
Holly Snowden-Keane, Office Manager, Packnet Limited, Duplex 2, Ducie House, 37 Ducie Street, Manchester M1 2JW

Packnet Limited will address all complaints within 5 working days and will provide an explanation or an update with regards to the problem as appropriate. We will keep you informed at all times of our progress with regards to the matter.

Dispute Resolution

If we are unable to resolve your complaint satisfactorily, we will issue a “deadlock” letter so that you may make a complaint through Ombudsman Services an independent alternative dispute resolution scheme.

We can provide you with details of this service.

Alternatively if more than three months has passed since you first made your complaint, please contact the ADR scheme directly:

via post to
Ombudsman Services
The Brew House
Wilderspool Park
Greenall’s Avenue
Warrington
WA4 6HL

or direct via this link
Ombudsman Services: https://www.ombudsman-services.org/complain-now-communications.html

Full contact details by phone and email can be found via this link
Ombudsman Services Contact Details. https://www.ombudsman-services.org/contact-us-communications.html

Find out more about our services?

Metis is a scalable, low cost alternative to a traditional PBX office telephone system.

Enquire





or contact our sales team on:
0161 660 2350

Download Our VoIP Brochures

Our brochures include information on our direct VoIP offering, our VoIP reseller programme, and our guide to VoIP.

Download