The Heath Technical Park Runcorn,

Complaints

Our procedure for complaints

Integrated Network Services Ltd (INS) is a leading provider of Telecoms services tailored primarily to the needs of business users. Our product portfolio consists of a wide range of services. For more information about our products and services please visit our website;

www.in-services.co.uk

How to contact Integrated Network Services Ltd

By post:
Integrated Network Services Ltd
The Heath Business Park
Runcorn
Cheshire
WA7 4QX

Telephone: 01928 238390

E-mail:support@in-services.co.uk

Our offices are open from 9.00am to 5.00pm Monday to Friday. Closed on Bank Holidays. Calls to our number are charged at your standard tariff.

All complaints must be put in writing and either e-mailed to
support@in-services.co.uk or posted to the address above.

We aim to acknowledge all letters of complaint within ten working days of their receipt.

A full response will be sent to you within twenty working days unless your complaint requires further investigation. We may, for example, need to consult with our colleagues in other departments, and in these circumstances we will aim to send a full response to you within six weeks. In exceptional circumstances, the longest we will take to send you a final response will be eight weeks.

Dispute Resolution

INS is committed to providing its customers with an excellent customer experience. Should an issue arise then our Customer Operations Manager will aim to resolve this quickly and efficiently by either telephone or e-mail support. Our objective is to ensure that the matter is resolved promptly and that corrective action is taken wherever possible to prevent reoccurrence.
If you are not happy with the response then you may ask for the matter to be escalated to the Managing Director for further investigation.

If we have not resolved your complaint to your satisfaction after 8 weeks or if you have received a letter from us saying that your complaint has reached “deadlock”, you may make a complaint through CISAS, an independent dispute resolution scheme of which we are a member whose job it is to investigate complaints fairly by listening to both sides of the story and looking at the facts of the case.

CISAS can only be contacted 8 weeks after you make your original complaint and consumers can access this service free of charge.

CISAS
Centre for Effective Dispute Resolution
70 Fleet Street
London
EC4Y 1EU

Telephone: 020 7520 3827
Fax: 0845 1308 117

Email: cisas@cedr.com

Dispute Resolution:
https://www.cedr.com/cisas/

How to obtain this Code of Practice
Customers can request that a copy is posted, faxed or e-mailed to them by calling us on 01928 238390, a copy of this will be on the website.

We are committed to helping all our customers to communicate easily.
We offer the following additional services on request for customers who are
older or who may have a disability, including:
Copies of this code of practice in large print or on computer disc for customers who have reading difficulties.

Please contact us on 01928 238390 where we will try to meet your needs where possible.