Broadband Code of Practice

Mend My Computer Code of Practice

Code of Practice Regarding Complaint Handling and Dispute Resolution for Domestic and Small Business Customers

17.01.2008

1. Introduction
2. Contact details
3. The communication services on offer
4. Customer service
5. Contact details of related organisations
6. Additional information


1: Introduction

Mend My Computer is a Worcestershire based IT company, delivering a full range of IT services to individuals and businesses in the UK. Mend My Computer is a division of Base16 Technology Limited.

The services offered by Mend My Computer include consultancy, sales and installation of hardware and software, repairs, support contracts, broadband, web design and hosting.

2: Contact details

The registered office is located at:
Unit 5,
The Ash Lane Centre,
Worcester Road,
Kidderminster,
Worcestershire
DY10 1JR

Telephone: 01562 829875
Fax: 07092 176 651
Customer service e-mail: info@mendmycomputer.com
Web site: www.mendmycomputer.com

Our general opening hours are: Mon – Fri 9:00 – 17:30.

3: The communication services on offer

Mend My Computer offers access to the internet, email addresses and web page hosting. Our internet packages provide connection via broadband. We supply broadband to both home users and businesses. We aim to provide connections with a high level of service and quality.
Mend My Computer has a range of packages on offer to support the varying needs which our customers have; these include issues such as the amount of bandwidth and the number of IP addresses you might need. We provide a list outlining these services and the tariffs which apply.
Details of all of the services on offer, including tariffs which apply, can be obtained from our computer centre or by contacting Mend My Computer by telephone (01562 829875) or email (info@mendmycomputer.com).
When you have decided on a product, you will need to complete a form outlining the service(s) required and also, to agree on a method of payment.

Payment is usually on a monthly basis and you may be subject to an initial set up fee. Invoices are sent out via post or email.

Contract conditions 
For our Home products, the minimum contract period is 18 months. For our Business products, the minimum contract is one month. Services can be cancelled by contacting Mend My Computer. Contact details are set out in section 2 above.

Mend My Computer may terminate your service in the following circumstances: non payment of any payment due, breach of our terms and conditions, illegal use or abuse of the service provided. Our terms and conditions for broadband are available at: www.mmcbroadband.com and for hosting at www.mmchosting.com .

4: Customer service

We aim to provide a high quality of customer care and service.

If you have any problems or difficulties with the service we provide, we encourage you to contact us as soon as possible. Contact details are set out in section 2 above.
Our engineers will be able to assess the problem and offer a solution.

If there is a fault with our service, we will remedy it. Our engineers can also advise on any issues which may be due to your own equipment or software. Please note that if the problem lies with your own equipment or software, repairs will be charged for.

If you have a complaint about any aspect of our service, please contact the Managing Director at the address in section 2 above, detailing the nature of the issue which you feel needs to be addressed.
If we have not resolved your complaint to your satisfaction after 12 weeks or if you have received a letter from us saying that your complaint has reached “deadlock”, you may make a complaint through Otelo, an independent alternative dispute resolution scheme. We are members of Otelo and the contact details are provided in section 5.

We value the importance of privacy of information and are registered with the Information Commissioner’s Office (ICO) on the Data Protection Register under membership number 21153615. The details of this service are provided in section 6.

5: Contact details of related organisations

Otelo

Otelo
PO Box 730
Warrington
WA4 6WU
Telephone 0845 050 1614
or 01925 430 049
E-mail enquiries@otelo.org.uk
Web site: http:// www.otelo.org.uk

Data Protection Register

Information Commissioner’s Office (ICO)
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone helpline 0845 30 60 60
www.ico.gov.uk

6: Additional information

This Code of Practice is published on our Web site at www.mendmycomputer.com Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in large print. Alternatively, you can obtain a copy by contacting us; please see the contact details in section 2 above.

This Code is pending approval by Ofcom for the purposes of section 52 of the Communications Act 2003.