My Account New Customer Care No (24x7) : 0844 412 7722   24*7 Fault Support Line : 0203 039 3910
Code of Practice
Zoom Telecom is an independent telecommunication service provider that offers business solutions to SME's that include fixed lines and broadband services.

As we do not provide some parts of our service to your business, we will endeavor to take responsibility for the services provided to you. Hence we will communicate with our suppliers to make sure that there is a solution to any problems with their services.

We will do our very best to cater to your business by providing first class services but as any business we may make mistakes on the way. We take these complaints very seriously no matter how big or small and aim to resolve them as soon as possible to make sure you remain a satisfied customer at Zoom Telecom.

Zoom Telecom is required by Ofcom to publish a code of practice containing details and information on how we work to solve customer complaints and disputes, and the options available to you if we can't do that within 8 weeks.

If you have a complaint about any part of our service, please contact our Customer Care Team set out below:

• By phone: 0844 412 7722 from 9am until 6pm Monday-Friday.
• By email: complaints@zoomtelecom.co.uk
• By letter: Guaranteed Telecom Ltd t/a Zoom Telecom – Bridge House, Bridge Road. Maidenhead. Berkshire SL6 1RR
• Or via our website www.zoomtelecom.co.uk Please include your account reference details and telephone number as well as an email address so we can acknowledge receipt and provide a quick response. All correspondence should be marked for the attention of the Compliance Department and should contain as much detail as possible to help us thoroughly investigate your complaint.

What We Will Do & When:

Calling the Customer Services Team

Zoom Telecom will always aim to solve your problem, to your satisfaction, as quickly as possible, through our First Call Resolution process but if this is not possible we will ask one of our Customer Service Team Managers to take the call or ring you back within 8 business hours if unavailable. If this does not resolve the matter it will be escalated to our Compliance Team for further investigation and we will aim to send you a full response by email within 5 working days. If we are not able to provide a full response within 5 working days we will email you to advise why this is the case and let you know when we expect to provide you with a full response.

Email

Zoom Telecom will always aim to solve your problem, to your satisfaction, efficiently and effectively. When we receive your email we will send you an acknowledgement, by email, within 1 working day. A member of our Compliance Team will fully investigate your complaint and we will aim to send you a full response by email within 5 working days. If Zoom Telecom is not able to provide a full response within 5 working days an email will be sent, to advise why this is the case and to let you know when we expect to be able to provide a full response.

Letter

Zoom Telecom will always aim to solve your problem, to your satisfaction, efficiently and effectively. When we receive your letter we will send you an acknowledgement by email within 5 working days, if Zoom Telecom doesn't have your email address a member of our team will contact you by telephone to confirm receipt of your complaint and establish if you have an email address so that we can keep you updated more quickly in future. A member of our Compliance Team will fully investigate your complaint and will aim to send you a full response by email or post within 5 working days. If we are not able to provide a full response within 5 working days we will email or write to you to advise why this is the case and let you know when we expect to be able to provide a full response.

A complaint investigation may include, but is not limited to:

• The customer's views of events
• Zoom Telecom staff members' views of events
• Any documents or evidence submitted by the complainant or Zoom Telecom staff members
Following an investigation, where appropriate, disciplinary action or staff re-training may be considered to minimise future problems that may lead to similar complaints. This action may include, but is not limited to:

• Verbal warning
• Written warning
• Termination of employment

Following investigation, if our Compliance Team staff member has been unable to resolve the complaint to your satisfaction Zoom Telecom will escalate your complaint to the Head of Complaints in the Compliance Team, who will review the complaint and may contact you for further information. If at this stage Zoom Telecom has been unable to settle the complaint we will write to you to explain our final position. This may mean that we send you a 'deadlock' letter, which means there is nothing more we are able to do and then we will ask help from:

Ombudsman Services Communications

• Address: PO Box 730, Warrington, WA4 6VW
• Phone: 0330 440 1614
• Email: enquiries@os-communications.org
• Website: os-communications.org