CODE OF PRACTICE
Purpose of this code
This code been produced to offer you information about our products, services and internal complaint policies. It has been Ofcom approved.
How to contact us
CloudClevr can be contacted in a number of ways. Mainly, our Customer Service team can be contacted from Monday to Friday, between the hours of 9am and 5.30pm. An out of hours service is available at all other times by using the customer service numbers detailed below. Whichever way you choose you will be greeted in a friendly and responsive manner.
- By Phone: 01242 246 700
- By Email: hello@cloudclevr.com
- By Letter: CloudClevr, 2nd Floor, GC Campus, Princess Elizabeth Way, Cheltenham, GL51 7SJ
- By Online Helpdesk: https://cloudclevr.com/contact/
You must be registered to use this service
Our range of services
- Mobile Voice and Data airtime and relevant hardware and data applications.
- Fixed Line Voice and Data services including Least Cost Routing, Carrier Pre Selection, Wholesale Line Rental, ISDN, Broadband, NGN and Internet.
- Telephone Systems, including survey, installation, leasing and maintenance.
- Business continuity facilities, Hosted telephony, Ethernet, Ethernet in the first mile and national MPLS networks.
For more details of any of our products or services please contact our Customer Service team on 01242 246 700.
New business
Upon the agreement of price and/or product you will be required to sign a contract. Your CloudClevr contact will forward the relevant contract to you and our standard terms and conditions will apply. Some specific product/service terms and conditions will apply and these will be added as an addendum. Minimum contract periods are specific to the product, however, in most instances minimum contract is expected to be 24 months, with a 30 day notice period.
Requesting cancellation from services
Should you wish to cancel a product and/or service before we have activated any internal instruction to proceed, you may do so without notice, in writing. However, should you wish to cancel a product/service that has been activated/dispatched you will be required to give 30 days notice and return any hardware with any security seals intact, by courier within 48 hours. Should you fail to do so, full invoice value for either product and/or service will be due under standard payment terms and conditions. Any charges incurred within the 30 day notice period will also be subject to standard terms and conditions of payment.
Should you have signed to a service/product that has been activated and has in excess of 30 day contractual obligation, you may be required to pay the full liability for that period.
Requesting terminations from CloudClevr services and/or products
To request a termination/transfer from CloudClevr services you are required to submit a letter by email or post indicating the relevant numbers that you wish to cancel. This written correspondence will act as your 30 day notice period and as such should be noted to that effect. Standard termination/transfer templates are available on request from the Customer Service team on 01242 246 700.
Fault reporting
There are a number of ways to report a fault to CloudClevr staff.
Through all the above methods it will be necessary to note the number/products affected by the fault with as much detail as possible about the fault behaviour. You may be asked to collate further detail in the case of network faults.
Bill payment
Various payment methods and terms are available and can be discussed with your Business Solutions Associate and/or the Accounts department on 01242 246 740. Standard acceptable terms for line rental and call charges are on a 14 day basis by Direct Debit.
Line rentals are billed one month in advance and call charges, once month in arrears.
Pricing
Due to the wide range of products and services available with CloudClevr, pricing is available through discussions with your Business Solutions Associate. New business pricing is subject to your requirements and will be confirmed by way of proposal in writing before any contractual agreements are made.
Debt recovery
Customers are normally required to pay their bills within 14 days of receipt or within the agreed terms. Where this doesn’t happen then CloudClevr may chase payment by calling and/or sending reminders.
If there is no response to the initial contact made and/or full payment of the arrears is not made, then the customer’s services may be restricted. The customer will be reminded that continued non payment will lead to full disconnection of the service. We will follow this with debt recovery procedures, which would include the disclosure of relevant customer information to the appropriate credit vetting agencies leading to a possible bad credit history.
CloudClevr reserves the right to suspend all services without notice if the company has grounds to believe that there is an unacceptable credit risk.
Any customer must settle all outstanding debts and may be subject to additional credit checking and reconnection charges before service is re-provided. The existence of this code will be brought to the attention of customers experiencing payment difficulties.
Customer service and complaints
We believe that every customer deserves and expects their enquiries and requirements to be handled swiftly and professionally.
Our dedicated Customer Service team maintain regular contact with all our customers to ensure all service needs are met and we adopt a ‘one point of contact’ rule so you can be assured of getting through to the right person straight away, rather than being faced with automated call handling to complicate or delay your call.
As a team we endeavor to ensure that all aspects of our service to you are of the utmost importance, however, despite our best intentions, things can go wrong. Any complaint will always be taken seriously and we aim to provide an amicable and quick resolution for all parties concerned. In addition to contacting our Customer Service team on 01242 246 700, it is advised that complaints are made in writing to your Account Manager or CloudClevr contact.
It will be our aim to keep you up to date with all advances regarding your complaint; however, should you feel this method still fails your expectation and your complaint has remained unresolved for a period in excess of 8 weeks, it is recommended you contact the Service Delivery Director.
Compensation and refund policy
Our compensation and refund policies are in line with our Terms and Conditions and are normally executed by way of a credit note against invoice. Under circumstances where contract conditions no longer apply and a customer no longer receives invoices, refund or compensation will be made by cheque. Independent complaints procedure
In addition to contacting the Service Delivery Director, you may wish to consider an independent adjudicator.
CloudClevr is a member of the Ombudsman Services: Communications. The Ombudsman Service is approved by Ofcom.
A complaint can be referred to the Ombudsman Service if three months has passed since the complaint was first made or that you have received confirmation from CloudClevr stating that the issue has reached ‘deadlock’.
The Ombudsman Service will take information from both parties and make an unbiased decision based on the merits of the case.
Ombudsman Services: Communications
PO Box 730
Warrington WA4 6WU
Phone: 0330 440 1614
Fax: 0330 440 1615
Email: Complete the online contact form
Website: www.ombudsman-services.org
Further advice is available from both Ofcom and PhonepayPlus, as follows:
Ofcom
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London SE1 9HA
Phone: 0300 123 3333 or 0207 981 3040
Fax: 0207 981 3333
Email: Complete the online contact form
Website: www.ofcom.org.uk
Phone-paid Services Authority (PSA)
Whistleblowing
Phone-paid Services Authority
40 Bank Street
London
E14 5NR
Contact Number: 020 7940 7476
Fax: 0207 940 7456
Email: whistleblowing@psauthority.org.uk
Website: https://psauthority.org.uk/
Data Protection
All customer data held by CloudClevr is subject to the legislation and kept in accordance with the Data Protection Act 2018/UK General Data Protection Regulation (GDPR). Should any authority such as Police or Customs and Excise wish us to disclose information, this will only be given with the appropriate and legal paperwork required.
Regular updates
CloudClevr will provide you with regular service and product updates via various marketing literature. Additional updates and information are also disseminated via our social media channels and the CloudClevr website, https://cloudclevr.com/.