Code of Practice Regarding Complaint Handling
and Dispute Resolution for
Domestic and Small Business Customers
and Dispute Resolution for
Domestic and Small Business Customers
Introduction
The company is Matrix Platinum Limited.
Matrix offers wholesale ISDN30e, ISDN2e and Analogue line rental
as well as Broadband ADSL, Non Geographic numbers and full Lease
Cost Routing call charge service.
Contact details
Tel No: 0845 36 20 247
Fax No: 0845 36 27 247
Web site: www.matrix247.com
Terms and conditions, including prices and tariffs
Our services
PSTN/s, Multi Auxiliary PSTN/s, ISDN2e, ISDN30e & DDI/s.
They all have maintenance services: - 1 Year, 3 Year or 5 Year.
They all have connection charges and monthly rental charges.
Matrix request that the customer makes verbal communication to
telephone number 0845 36 20 247 requesting for a Internal or External representative to discuss the service’s and where required arrange a appointment for a site visit.
Access
A Contract will need to be authorised by the customer to make an
agreement for the provision of the services they have requested,
duration and the terms and conditions for Matrix Platinum Limited.
Pricing information
All pricing for the connection, rental or maintenance charges can
be found on our website www.matrix247.com. Alternatively
please contact our Customer Services team on 0845 36 20 247
Contract conditions
Terms and Conditions can be accessed on our website
www.matrix247.com for customer perusal.
If a customer has a question or query regarding the
Terms and Conditions relating to our products and
services, then Matrix request that verbal contact is made
to our Customer Services team on 0845 36 20 247.
We have a minimum contract period of 12 months.
If a customer requests Cancellation of their contract, Matrix
require this in writing addressed to the Operations Director
at the above address. This letter must contain a reason/s
for the cancellation and contact details.
Customer service
Compensation or refund policy
Matrix Platinum Limited does not officially have a compensation or
refund policy unless goods and services provided were ‘not fit for the
purpose’ agreed or they are delivered with a manufacturers defect.
Therefore if these situations were to arise then they would be looked
at case per case. Fully details must be sent in writing to the
Operations Director.
Complaint handling process
Customers may telephone to complain but we would prefer Customers
follow this up with an Email, Fax or Letter confirming exact details
and made for the attention of the Operations director.
Address: Matrix Platinum Limited, Matrix House, Kingsway, Haslingden,
and Rossendale, BB4 4QJ
Alternative dispute resolution procedure
If we are unable to resolve your complaint satisfactorily, we will
issue a “deadlock” letter so that you may make a complaint through
Otelo, an independent alternative dispute resolution scheme. We can
provide you with details of this service (see below).
Alternatively if more than three months has passed since you first
made your complaint, please contact the ADR scheme directly.
Otelo
PO Box 730
Warrington
WA4 6WU
Telephone 0845 050 1614
or 01925 430 049
E-mail: enquiries@otelo.org.uk
Web site: http:// www.otelo.org.uk
Additional information
This Code has been approved by Ofcom for the purposes of section
52 of the Communications Act 2003.