Code of Practice

Introduction to our company and services

Turtle Technology Limited is an independent company that delivers communications services to domestic and business customers. 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.

Purpose of this Code of Practice

This code informs you about our products, services, and customer-care policies. This Code of Practice is published on our website at www.weareturtle.com. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in certain alternative formats on request.

How to contact us

  • By phone: 023 8202 5555 (available from 7.30am – 7.30pm Monday to Friday and 9.00am to 5.30pm on Saturday)
  • By email: customer.services@weareturtle.com
  • By letter: Turtle Technology Limited, 4 Royal London Park, Flanders Road, Hedge End, Southampton, SO30 2LG
  • Website: www.weareturtle.com

Our commitment to you

We are committed to giving you the highest quality of customer service. When we purchase our services from wholesale providers, we choose those providers carefully to ensure that you get a high-quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.

Our products and services

  • Outbound Calls
  • Fixed Lines (WLR)
  • CPS – Carrier Pre-Selection
  • Broadband Connectivity
  • Ethernet Services/Direct Internet Access
  • Mobile
  • SIP Trunking/IP Telephony
  • Non-geographic numbers

For more details on any of our products and services, or to place an order immediately, please contact our team on 023 8202 5555 or one of our selected partners.

Marketing

We work to the principles in the British Code of Advertising, Sales Promotion and Direct Marketing, which are set out on the website www.cap.org.uk

Terms and conditions

When you subscribe to a service from Turtle Technology Limited, we will send you our Standard Terms and Conditions and ask you to confirm your acceptance of those terms and conditions as part of signing an order with us. If you have any questions, please phone our Customer Service Team on 023 8202 5555.

The minimum term for our services is dependent on the service you take but is typically 24 months as standard with an option for 12 months. We aim to provide services within fifteen working days of your original request, subject to the availability and installation of any equipment and, where appropriate, lines to your premises. If we need to carry out a survey of your premises or lay additional cabling, we will inform you of the revised timescales as soon as we can.

Cancellation

If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within ten working days after your order is placed. After ten working days and at any point during your minimum term a cancellation or early termination charge will apply as outlined in our terms and conditions and price list.

After your minimum term has expired you may provide notice by contacting our Customer Service Team on 023 8202 5555 or by emailing customer.services@weareturtle.com. You will be required to provide not less than 1 months’ notice.

Compensation/Refund policy

Our policy is to assess each claim on a case by case basis. Any overcharges that may occur will be refunded against any outstanding amounts or credit against your account for future charges if application. It is important to note as outlined in our terms and conditions that Turtle Technology Limited are not responsible for any consequential losses. We aim to investigate any claims and respond within 10 working days.

Price lists

Our pricing structure is available from our team on 023 8202 5555 and via our website. We will write to you in advance if we change the pricing structure on your products and services.

Billing

As standard we will bill you on a monthly direct debit basis around the 1st of the month. Bills are typically emailed however you can choose to receive a paper bill for an additional fee as outlined in our price list.

If you have any difficult in paying your bills to avoid suspension you should speak to our team immediately on 023 8202 5555.

If you are moving home or office

Please call our Customer Service Team on 023 8202 5555 no later than fifteen working days before your move date. We will amend your account and billing requirements as necessary. We will endeavour to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.

Number porting

We recognise that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us. We will work with you to ensure that the services are switched over at a convenient and appropriate time but it is important you provide as much notice as possible. For more information, please call our Customer Service Team on 023 8202 5555.

Complaints

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.

Our Complaints Code of Practice explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code of Practice on our website at www.weareturtle.com. Alternatively, copies are available free of charge and on request from our Customer Service Team on 023 8202 5555.

Nuisance calls

We take the problem of nuisance calls and malicious communications very seriously. We tackle it by working closely with the police and others in the communications industry. If you have been a victim of this activity, please call the Customer Service Team on 023 8202 5555 to report the incident and for information on how to deal with it.

Services for people with special needs

We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers who are older or who may have a disability, including:

  • Priority access to the Customer Service Team
  • Copies of bills in larger print where this is possible
  • Priority assistance with any fault or service issue

Copies of this Code are available in larger print and other formats on request

Data protection

We comply fully with our obligations under the Data Protection Act 1998.

Useful addresses:

CICAS

24 Angel Gate, City Road, London EC1V 2PT
Tel: 0845 1308 170 or 0207 520 3827
E-mail: info@cisas.org.uk
Website: www.cisas.org.uk

Ofcom

Riverside House, 2a Southwark Bridge Road, London SE1 9HA
Tel: 020 7981 3040 or 0300 123 3333
E-mail: contact@ofcom.org.uk
Website: www.ofcom.org.uk

PhonepayPlus

Clove Building, 4 Maguire Street, London, SE1 2NQ
Tel: 0800 500 212 or 020 7940 7474
E-mail: info@phonepayplus.org.uk
Website: www.phonepayplus.org.uk

Telephone Preference Service

DMA House, 70 Margaret Street, London W1W 8SS
Tel: 0845 070 0707
Website: www.tpsonline.org.uk]