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Complaints Handling Procedure

Author: Zak CooganOn: May 11Categories:

SMARTINFO LTD
Code of Practice on Complaint Handling and Dispute ResolutionSmartinfo complaints handling SMARTINFO LTD is an independent company that delivers communications services to domestic and business customers in the UK. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and
efficiently.
If you have a complaint about any part of our service, please contact our Customer Service Team (or other department or named individual) using one of the following
By phone: 02073779243
By email: [email protected]
By letter: Smartinfo Ltd, Customer Services, 49 Kingdon House, Galbraith Street, London E14 3LP
If you telephone, our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that
we are speaking to the right person.
If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.
We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible. However, If you are not happy with
progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to the Managing Director. If we cannot resolve the problem, we will write to you to say so.

 

Communications Ombudsman Services:
By phone

The best way to contact us is by phoning us:

  • 0330 440 1614 (phone) Mon-Fri 8am to 8pm Sat 9am to 1pm

By post

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Email: [email protected]

By email

[email protected]

Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active
steps to do so.
Ofcom – Riverside House, 2a Southwark Bridge Road, London SE1 9HA.
Tel: 020 7981 3040 or 0300
123 3333 email: [email protected]
Website: www.ofcom.org.uk
PhonepayPlus (formerly Icstis)- Clove Building, 4 Maguire Street, London, SE1 2NQ.
Tel: 0800 500 212 or 020 7940 7474
Website: www.phonepayplus.org.uk
email: [email protected]
Telephone Preference Service – DMA House, 70 Margaret Street, London W1W 8SS
Tel: 0845 070 0707
Website: www.tpsonline.org.uk
Federation of Communication Services (FCS) – Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT.
Tel: 020 8249 6363
email: [email protected]
Website: www.fcs.org.uk
This code has been licensed by The Federation of Communication Services Limited 2012 Licence number C-002835

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Dispute Resolution

Author: Zak CooganOn: May 08Categories: No Comments

If you have a query or dispute you wish to raise – please put it in writing to Smartinfo for us to investigate.

Smartinfo are a member of the FCS (Federation of Communication Services) – if you wish to escalate your dispute, and have a 3rd party advise you.

The FCS is a trade body which can mediate dispute resolution. Please visit www.fcs.org.uk.

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London’s Tube to get free Wi-Fi in time for Olympics

Author: Zak CooganOn: Mar 27Categories: , , , , , , No Comments

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Free Wi-Fi will be made available to London’s commuters in time for the Olympics. That is, when the Tube drivers aren’t on strike leaving half the network crippled for days at a time.

Everyone loves a freebie, especially if it comes in invisible wireless waves of Wi-Fi enjoyment. Thankfully for the typical grumpy Londoner, users of the Underground subway system will receive free Wi-Fi during July and August.

The catch? There isn’t one as it happens, with anyone able to use the free Wi-Fi during the Olympics and beyond, thanks to Virgin Media. If there were one, however, it would be that once the slightly later Paralympic Games are over, non-Virgin customers will be shuttered out.

London’s Tube to get free Wi-Fi in time for Olympics

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business telephone selection – services and hardware – get your office the service back up it requires

Author: Zak CooganOn: Mar 16Categories: , , , , , , No Comments

Be sure to select a communications provider that can provide your business with what it needs – not what they want to supply you.

A supplier should have a number of vendor and supply options.

 

Often we have been in competitive situations against a ‘One-man-band’ or ‘man-and-a-van’ whilst a customer may save £50-£100 with such an out fit, there are many downsides, we recommend you look for all these in any new comms provider.

1) Support – a depth of back office support, in telephony, adsl, and mobile technologies

2) A selection of vendor equipment (for features, look and feel, integration to other systems in the business)

3) A selection of Tier 1 network providers, with proper wholesale relationship to provide a higher level of service than if you were direct

If you are a small business looking to save money it may be a false economy to buy cheap today, but have to reinvest a year down the line if the cheap option purchased can’t handle voip or voicemail etc..

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Business Phone System from just £12.50 per month

Author: Zak CooganOn: Feb 17Categories: , , , No Comments

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Ideally every small business should have at least two phone lines and a Phone System to field calls, with professional voicemail and features similar to those used by large companies. People working from home do not want to use the domestic phone line and number for their business.

Smartinfo offer SmartHorizon – The Professional Solution

SmartHorizon gives all the features of a fully blown Phone System, at a fraction of the cost.

We supply you with a Cisco business phone which connects to us via your broadband. The phone is delivered already set up to your configuration – Phone no. etc.

You will have a new phone number, with an area code of your choice.

Do not worry if you want to alter your set up as you will have access to a web ‘portal’ which will enable you to make changes.

A few of the benefits that come with SmartHorizon:

  • Line Rental is included in the £12.50 monthly fee. Each phone has a line.
  • Never miss a call. If you are engaged and someone calls they will be put through to voicemail.
  • Call log. All calls – including missed – calls are logged.
  • Voicemail.  Voice mail messages can be sent to email.
  • Directory – Create your directory by capturing the caller’s number.
  • Twin your phone with your mobile – both can ring simultaneously or sequentially.
  • ‘Night service’ message. Different message for when the office closes – You choose the time.
  • Auto Attendant – press 1 for Sales, 2 for Accounts etc gives the impression of scale.
  • You can even record calls. During a call instruct the system to record and it will do so from the beginning of the call. You then simply download the ‘file’.

The only additional cost is a £200.00 one off set up fee which includes the pre-configured Cisco Phone. You simply plug the phone into your Router and start making and receiving calls.

SmartHorizon uses the Broadsoft platform (the world’s largest hosted provider) to power our services. The system evolves from us implementing our client’s wishes. Consequently there are all the features you would expect with additional ones being added all the time.

We look forward to helping you resolve this common issue for a monthly charge that is less than the rental of a BT Business Analogue Phone Line.

Smartinfo Ltd are available to help.

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Cisco phone system for small business

Author: Zak CooganOn: Feb 10Categories: , , , , , , No Comments
Cisco phone system for small business

Cisco phone for small business

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Smartinfo can supply and configure a Cisco phone system for you small business. Based on the Broadsoft r17 platform, customers can manage their extension online and upload auto attendant and music on hold online.

POE (Power over Eithernet)  switches, cat 5 installs, and fax to email solutions are also available.

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Progressive dialling

Author: Zak CooganOn: Feb 07Categories: , , , No Comments

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Progressive dialling enables a phone system to dial a fed list of contacts, this boosts productivity massively.

Its common knowledge among sales managers and directors out bound calling is the most hated of tasks by sales people, often this is a psychological barrier and the hardest barrier to break is the initial pick up the handset and dial.

Once most sales people are in dialogue all fear dissipates. Our progressive dialling software

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Scafolding firm in Stevenage go 21cn with IP technology

Author: Zak CooganOn: Jan 18Categories: No Comments

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Old Knebworth number able to ring on SIP trunks (VOIP Lines )in Stevenage Office (had previously cost £1000s in line rental and divert charges over a period of many years)

New ‘Out of hours’ service launched at weekends using IP phone at home location ie a worker at home can answer calls as if in the office.

Directors able to work from home as if in the office

SAved £1000s on line rentals and leasing charges

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