Code of Practice

 

Our Code of Practice


Northern Telecom is a trading name of YB Communications Limited,  a family run Yorkshire based business.

Northern Telecom is a provider of telecoms and technology supplying hosting, internet and telecommunication solutions for  customers across the UK.

The purpose of this code of practice

This guide has been developed to help you to understand the relationship you have as a customer of Northern Telecom. It covers you for products and services that supply you (that Northern Telecom bill you for) and will enable you to:

  • Access summary details of our services
  • Understand what you can expect from Northern Telecom after you have made a purchase or registered for a service
  • Contact details for alternative complaint bodies
  • Find out how to contact us

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

How to contact Northern Telecom

 

Customer Services & Sales
Phone 0113 831 5555
Website www.northerntelecom.co.uk
Email support@northerntelecom.co.uk

Our Customer Services department is open Monday to Friday from 9am to 5:00pm. We are closed on weekends and bank holidays. Calls are charged at local rate.

Accounts Department
Phone 0113 831 5555
Website www.northerntelecom.co.uk
Email accounts@northerntelecom.co.uk

Our Accounts department is open Monday to Friday from 9am to 5:00pm. We are closed on weekends and bank holidays. Calls are charged at local rate.

Account Cancellations

To cancel services provided by Northern Telecom (those that Northern Telecom bill you for directly) please either email or write to the address provided. We will require all cancellation requests to be submitted as a written request in the form of an email or if you cannot access the Internet send the same details in a letter to our main office address shown.
Email: support@northerntelecom.co.uk

Northern Telecom

Phoenix House

Elland Road

Churwell

LS27 7TB

Note that if you are billed directly by the network provider your cancellation must be made DIRECTLY with the network.

Our minimum term contract periods are:

  • Fixed lines (inc ADSL & Fibre)             36 months
  • Leased lines                                           36 months

Some services take a little time to cancel, as they require us to work with special industry processes (such as ADSL). When you cancel your service, we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn. During this period, you remain liable for the costs of any services we provide.

Disconnections and cancellation of services

We reserve the right to suspend or cancel your service within the contracted timescales – for example, if you do not pay your bill.

Complaints

If you would like to register a complaint, here are a number of different ways you can contact us:
By Email: You can e-mail us your complaint via support@northerntelecom.co.uk

By Phone: You can contact the Customer Care team directly on 0113 831 5555 from 9am to 5:00pm. We are closed on weekends and bank holidays.

By Letter: If you prefer to put the complaint in writing, you can send it to the following address:

Northern Telecom

Phoenix House

Elland Road

Churwell

LS27 7TB

What happens once we receive your complaint?

We will acknowledge all complaints received by letter, fax or e-mail within 24 working hours of receiving your complaint.

 

Dispute resolution

If we are unable to resolve your complaint satisfactorily within 8 weeks of our receipt of your initial complaint you are entitled to take advantage of our Alternative Dispute Resolution process and contact Ombudsman Services

Ombudsman Services:

Communications PO box 730,

Warrington

WA4 6WU

Phone: 0330 440 1614

Fax: 0330 440 1615

Textphone: 0330 440 1600

Email: osenquiries@os-communications.org

Website: ombudsman-services.org/communications