Piatel.co.uk - Codes of Practice

PiaTel Communications - Complaints Code of Practice

1. Our Codes of Practice
We aim to put you, our customer at the heart of everything we do, so we have written a code of practice that we hope is clear and useful. This code is intended to provide you with up to date information about our products and services and to help you contact us if you have any technical or customer care questions or general enquiries. Your satisfaction with our service is of the utmost importance to us. All members of our staff are aware of the Code and will follow the Code at all times to make sure that any complaints or queries are dealt with as quickly and fairly as possible. Our Code of Practice is published on our Web site at www.piatel.co.uk Additional copies are available on request and are free of charge to any domestic or small business customer. It is also available in large print or audio file.

2. About PiaTel
PiaTel Communications Limited (PiaTel) is a company registered in England with company number 05443487. Our registered office is located at Albany House, 324 -326 Regent Street, London, W1B 3HH

You may contact us by phone on 0845 034 5160 or by email at This email address is being protected from spam bots, you need Javascript enabled to view it . For a full list of contact information, please see the contact us page on our website www.piatel.co.uk

PiaTel is a major player within the UK Unified communications industry. We offer services to residential and business customers which provides them with seamless communication across voice, e-mail, data, fax and conferencing. We provide this service through our secure robust global network platform "PiaNet" which uses state of the art VoIP technology. Our services are unique in that we also provide financial services within our multi functional integrated network.

3. Our services
We provide the following unified communication services:

Voice mail, fax mail, e-mail, Follow-Me, conference calling, paging, local, national and international telephone services. We do not provide telephone line rental, nor do we act as an internet service provider.

The products and services we offer may be changed from time to time - please refer to our website at www.piatel.co.uk for the latest details or contact us on 0845 034 5160.

Our services can be obtained by either directly signing up on our website at www.piatel.co.uk or contacting us on 0845 034 5160.

You may at any time cancel our services by notifying us by email at This email address is being protected from spam bots, you need Javascript enabled to view it

4. Pricing and Billing
Up to date pricing information is available at www.piatel.co.uk and upon request by calling 0845 034 5160. Our billing terms may vary depending upon the products or services supplied but we make sure you are aware of our payment terms before you enter into a contract with us.

Our sales and customer service staff will be pleased to explain to you our products and services and the scope of our Terms of Service before you decide to take up our services.

Our services are offered on a monthly subscription basis. There is also a one time initial activation fee to use our services, but no termination fees. A subscription to the Service will require a credit or debit card number. The rates per term for Services are charged in advance of the upcoming term of service. All usage charges will be billed based on actual usage, as provided, in pre-determined increments. Any other applicable charges (set up fee, V.A.T., over the limit charges, others) will also be billed to you. The amount charged by PiaTel will vary based on your usage of the Services. Any unpaid charges after 30 days will be subject to a monthly service fee of 1.5% of the outstanding balance. If charges applied to your credit card or bank account is rejected, Piatel reserves the right to access a processing fee.

Your service will remain "as is" and will not be upgraded or downgraded during any monthly term of service. Upon payment of the Monthly Fee, whether for the initial month of Service or for renewal months, Piatel will not refund any portion of the Monthly Fee for any reason. Changes will not be made to your account until the end of your next month of service. Piatel will automatically bill you in full for a renewal month of service, if you do not request a different billing option or cancel your Service. In addition to the up-front Monthly Fee, your usage charges will be deducted from the credit card or debit card you provided us and/or your Prepaid Calling Time Balance as they occur. Piatel will not refund any portion of the Prepaid Calling Time; you are however welcome to use up all Prepaid Calling Time in your account as payment for telephone calls and/or any other services provided by Piatel.

We provide on-line on demand itemised bills clearly showing the charges for using our service. If you have any billing queries or difficulties please call us at 0845 034 5160 or contact us at This email address is being protected from spam bots, you need Javascript enabled to view it

5. Customer Service
Customer satisfaction is of the utmost importance to us. The first place to find answers is in the product support section of our web site. If you still have questions, you can call us on 0845 034 5160, or press 0 after dialing your Pia number. You may also email our Customer service department at This email address is being protected from spam bots, you need Javascript enabled to view it Our people are highly trained and will help you resolve any question or problem that you encounter.

6. Technical Problems
We aim to provide you with all the help you need to understand how to use the service and to help you with any technical problems you may experience. We intend to attend to any faults as soon as possible.

If you have any technical questions simply telephone us on 0845 034 5160 or email This email address is being protected from spam bots, you need Javascript enabled to view it

7. Complaints and Dispute Resolution
We are committed to addressing any complaints as fairly as possible and within a reasonable time. If for what ever reason you are dissatisfied with any aspect of our service, please contact us and we shall do our best to resolve the problem as quickly as possible. We operate a complaints procedure to help ensure that any complaints are dealt with to your satisfaction:

You can phone us on 0845 034 5160 and our customer representatives will do all they can to resolve any problems while you are on the phone. If your problem cannot be resolved during the phone call we will agree a course of action with you.

You can also contact us by email at This email address is being protected from spam bots, you need Javascript enabled to view it we aim to reply to you as quickly as possible.

As soon as we become aware of your complaint we give it a complaint reference number. If you are unhappy with the way in which your complaint has been handled you can ask for it to be escalated. Escalation may happen immediately if you are on the phone or we shall arrange for a manager to contact you at your convenience.

Below are codes of practice which have been included in pursuant of best practice.

1. Sales and Marketing
We market our products and services through a variety of channels including Internet, press advertising, targeted leafleting, telemarketing and agents. Where you indicate to us that you do not wish to be directly contacted we shall cease to have any further sales contact with you. In addition, we take steps to ensure that telephone numbers called are not listed on the Telephone Preference Service. You may register with the Telephone Preference Service at any time. Further details can be obtained from the Telephone Preference Service website at www.tpsonline.org.uk/tps/.

If you wish to order our products and services you can contact us via our web site at www.piatel.co.uk or by telephoning 0845 034 5160 or any public access number listed on our website. Our Terms of Service will be made available to you before you make any contractual commitment. You are entitled to cancel or terminate any contract with us provided you follow the cancellation and termination procedures identified in our Terms of Service. We charge an activation fee and a monthly fee and we may disconnect the service if you breach our Terms of Service. If you have any questions about our Terms of Use simply contact us by telephone on 0845 034 5160 or email This email address is being protected from spam bots, you need Javascript enabled to view it

2. Your Privacy
We are committed to the privacy of our customers and those who access our website and to compliance with the Data Protection Acts of 1984 and 1998 to ensure that data collected by us is processed properly.

To read our Privacy Statement Click here

3. Social Responsibility
We take our social, health and safety, environmental and employee relations responsibilities very seriously. In addition, we are fully aware of our regulatory responsibilities as a communications provider and in particular requirements of regulatory bodies such as Ofcom.

4. Useful Contact Information

Ofcom
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Email: This email address is being protected from spam bots, you need Javascript enabled to view it
Web site: www.ofcom.org.uk
Tel: 0845 456 3040 or 020 7981 3040