About Gradwell and this Code of Practice
Gradwell Communications Limited (“Gradwell”, “we”, “us” or “our”) is a communications provider that provides various Internet and telephony products and services to business customers in the United Kingdom. We have been trading since 1998.
The purpose of this Code of Practice is to inform you about our procedures, products and services, and customer care policies.
Gradwell is registered with CISAS who provide an independent dispute resolution service in the telecommunications sector. Please see www.cisas.org.uk for more details.
This Code of Practice applies only Gradwell’s direct customers who use our services themselves (i.e. it does not apply to parties who resell Gradwell’s products and services).
References to “Website” means our web presence at gradwellcomms.staging.wpengine.com, including any associated website, web-page, or sub-page of that site. This includes the Gradwell control panel, which you will have access to once you create an account with us when you become a Gradwell customer.
References to information or notices being “written” or “in writing” includes those sent by email.
How to Contact Us
Tel: 01225 800 808
(Mon – Fri 9am – 5pm except Bank Holidays)
Technical Support enquiries
Tel: 01225 800 888
Mon – Fri 8am – 8pm, Sat – Sun 9am – 5pm)
(Please note: we provide emergency response)
Fax: 01225 800 801
Gradwell Communications Limited
James Street West
We provide a number of different communications services that are available for purchase including voice over internet protocol (VoIP) telephony services, broadband internet access, email, web hosting and cloud storage. You can get information on our current services and charges by visiting our Website or by calling the Gradwell sales team on 01225 800 808.
Ordering our Products and Services
This can be done via our online shop available through the Website or by calling our sales team on 01225 800 808.
The contract for the products and services we sell are based on our standard terms which include a number of service-specific annexes. To sign up as a Gradwell customer, you must read and agree to these contract terms. The terms are shown to you on the Website during the purchasing process, or are sent to you when you become a Gradwell customer if you purchase goods or services over the phone.
You can view a copy of our standard terms online (and download a copy) at gradwellcomms.staging.wpengine.com/terms. Alternatively, you can request a copy by emailing email@example.com.
Minimum Contract Period and Cancellation of Services
All services we sell have a minimum contractual commitment period. This is 12 months in most cases, except where we expressly advise you that another period applies.
Unless special circumstances exist (as detailed in our standard terms), if you want to cease your service before the end of the relevant minimum contract period, you must pay a cancellation charge. The cancellation charge is the amount you would have paid had you kept the services for the remainder of the minimum contract period.
Once the minimum contract period has expired, you can end your Gradwell contract at any time by giving us one month’s written notice by post or email to the appropriate contact details listed above. If you give us notice that you wish to end your Gradwell contract then you must make arrangements to switch to an alternative telephony service provider before the end of the one month notice period you give us. You do not need to wait until the end of your notice period to switch to another service provider (but you will be responsible for all charges associated with your Gradwell services up until the end of the notice period).
At the end of your one month notice period, your entitlement to use the relevant Gradwell services will end.
We will give you at least one month’s notice in writing of any increase in the price of your Gradwell services (except changes to call tariffs).
We may change our call tariffs at any time by providing you with at least 14 days’ notice in writing.
The current call tariffs that apply are available here.
Invoices for the products and services you buy will be provided to you through the Gradwell control panel and by email. Paper statements are also available on request.
Itemised call data records for the calls you have made using our voice services are available through the Gradwell control panel. Specific call data records should not be treated as final until you receive an invoice from us in respect of those records.
Unless our standard terms say otherwise, you must pay in advance for the products and services and in arrears for any usage charges (including, where applicable, charges associated with you exceeding your service usage cap).
You can check the current status of our services at any time by visiting www.gradwellstatus.com.
If you experience a problem with your Gradwell service, please contact our support team via one of the following methods below.
If your problem relates to broadband, please call 01225 800 889 or email firstname.lastname@example.org.
If your problem relates to any other service provided by Gradwell, please call 01225 800 888 or email email@example.com
Our support team will discuss the problem with you and work with you to resolve the problem. In some instances, this may involve third party operators such as BT.
Some of our services are supported by service level commitments with assured uptime and fix time commitments. To see if the service you receive is accompanied by such support, please visit our Website.
If you move premises, we may be unable to provide the same service at your new address. To check whether we can continue supplying the services, please contact our support team on 01225 800 888 in advance of your move. You must always keep us updated of your current address which you can do through the control panel or by calling our support team.
Gradwell are committed to providing excellent service and we try to deal with all complaints and concerns fairly and within a reasonable period of time.
If you are dissatisfied with any aspect of our service, please contact us so we can investigate and do our utmost to resolve the issue.
If you have a problem with the way we have sold, provisioned or delivered the service to you, you should:
• In the first instance, telephone us on 01225 800 888 or write via email to firstname.lastname@example.org. We aim to respond to emails within 24 hours. Please ensure you retain the reference number the support team provide you with. Our support team will do their utmost to successfully resolve any problems at the point of first contact, but where this is not possible, we will agree a course of action with you.
• If you remain unhappy with the way in which your complaint has been handled in the first instance, you may contact the Customer Support Manager via email@example.com mentioning your case reference number. They will respond and aim to resolve your complaint within 48 hours.
• If the Customer Support Manager is unable to resolve the issue to your satisfaction, you may escalate your concern to the Chief Executive by emailing firstname.lastname@example.org. In both cases, they will aim to respond to you within two working days.
• Please note that in all cases, we ask that you mention your incident reference number in all correspondence, and that you work with our management team to resolve your concern. In the unlikely event that your complaint has not been resolved by Gradwell to your satisfaction within a period of eight weeks, or if during the process of investigating your complaint you believe the situation has reached a deadlock, you may refer your complaint to the Ombudsman for independent consideration. The Ombudsman will make an independent decision based entirely on the merits of the complaint.
More information on Ombudsman is available on their website www.ombudsman-services.org or you can write to them at the following address:
PO Box 730
You can also call them Monday to Friday between 9am- 5pm, or you can email the, fax them, textphone or write to them.
Contact details: Phone: 0330 440 1614
Fax: 0330 440 1615 0330 440 1600
A hard copy of Gradwell’s complaints and dispute resolution procedure is available on request by emailing email@example.com.
Number porting compensation policy
Compensation may be available if your number port to Gradwell is delayed.
To be eligible for compensation:
– You must receive voice services from Gradwell solely for use in your personal capacity (i.e. other than within a business context); and
– There must be a qualifying delay in porting your telephone number(s) to us (as explained below).
Where we approve your request to port your number to us, we will confirm the scheduled porting date to you in advance (“Porting Date”). A qualifying delay occurs where your number port is not activated within one working day of the Porting Date. If this happens, for each day by which the Porting Date is missed, we will pay you 1/40 of the Gradwell porting fee you paid for the relevant porting order. Please note that the compensation is paid on a per order basis and not per number.
Compensation will not be paid automatically. To enquire whether you are eligible for compensation, you should email firstname.lastname@example.org within 30 days of the date on which the relevant number port was activated.
‘Happiness or your money back’ – refunds for our single user VoIP voice service
If you purchase our single user VoIP voice service and you aren’t completely satisfied with it within 30 days, you can cancel the service and receive a refund for it. Terms and conditions apply which you can view at gradwell.com/misc-unsectioned/moneyback-terms/.