Code of Practice & Complaints

Who we are

Ingenio Technologies is the trading name of Computer Eyez (South) Ltd (registered in England & Wales, company no. 05882648), registered office Sussex Innovation Centre, Science Park Square, Falmer, Brighton, BN1 9SB. We provide IT support, cyber security and business communications to organisations across Sussex, Surrey and Kent.

The services this code covers

This code applies to our communications services — hosted (VoIP) phone systems, business broadband and connectivity, line rental and calls. Our wider IT and cyber security services are governed by our Terms & Conditions.

What you can expect from us

Good service matters to us, and customer satisfaction is central to how our team works. We aim to deal with you promptly, clearly and fairly, to keep you informed, and to fix problems quickly when they arise. If we ever fall short, we want to know — your feedback is how we put things right and improve.

Prices, contracts and terms of trade

• Prices and tariffs for your services are set out in your Order and contract summary, and are available from us on request.
• Contract length: we offer a 12-month minimum-term option for each communications service, and no commitment period exceeds 24 months unless you expressly agree to a longer term.
• Contract summary: before you commit, we give you a short, plain-English contract summary covering the main service, price, length and how to cancel.
• Full terms: our standard Terms & Conditions set out the complete conditions of service.

How to make a complaint

If something is wrong, please get in touch — we will do our best to sort it out quickly:

• Phone: 01273 806211
• Email: relations@ingeniotech.co.uk
• Post: Customer Relations, Ingenio Technologies, Sussex Innovation Centre, Science Park Square, Falmer, Brighton, BN1 9SB

It helps if you can tell us your organisation name, the best way to reach you, what has gone wrong, and what you would like us to do.

How we will handle it

1. Acknowledge — we will confirm we have received your complaint within one business day.
2. Investigate — we will start looking into it within two working days, and we may contact you for more detail.
3. Resolve — we aim to give you a full response within five working days. If it is complex and needs longer, we will tell you why and keep you updated until it is resolved.
4. Escalate (internally) — if you are not satisfied with our response, ask us to escalate it to a manager or director, who will review it afresh.

If we still cannot resolve it — free independent review

We are a member of an Ofcom-approved Alternative Dispute Resolution (ADR) scheme, the Communications Ombudsman. If you are a residential customer or a small business (10 or fewer employees) and:

• 6 weeks have passed since you first complained and it is still not resolved, or
• we have told you we have reached deadlock (we will give you a “deadlock letter”),

then you can ask the Communications Ombudsman to review your complaint free of charge. It is independent of Ingenio, and if you accept its decision we are bound by it.

Communications Ombudsman
Online: www.commsombudsman.org
Phone: 0330 440 1614 (Monday to Friday, 8am–6pm)
Post: Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU

Customers who need extra support

We are committed to supporting customers who are vulnerable or disabled, or who need a little extra help. Please tell us about your needs and we will record them and do our best to help, including:

• Priority attention for faults where someone at the premises relies on the phone or broadband for health or safety reasons.
• Accessible communication — for example bills or information in large print, or contacting you in the way that suits you best.
• A nominated helper — with your permission, a family member, carer or colleague can deal with us on your behalf and manage the account.
• Practical guidance — we will point you towards relevant support, such as priority fault services, where it is available.

Just let us know on 01273 806211 or at relations@ingeniotech.co.uk.

Keeping your phone number if you move (number portability)

If you decide to move to another provider, you can usually take your phone numbers with you. We will help transfer (port) your numbers in the shortest possible time and on reasonable terms, and we will not make it difficult to leave. Contact us and we will guide you through it.

Compensation: if your number transfer is delayed through our fault, or numbers are ported incorrectly, you may be entitled to compensation. Please contact us and we will deal with it in line with Ofcom’s rules — see our Terms & Conditions for more.

Updates to this code

We review this Code of Practice regularly and at least once a year, and publish the current version on this page.