Consumer Code of Practice on Complaint Handling and Dispute Resolution for Domestic and Small Business Customers (the "Code")
Introduction to our company and services
RingCentral UK Ltd. is an independent company that delivers communication services to domestic and/or business customers. We aim to ensure that any problems with our services are resolved promptly.
Purpose of this Code of Practice
The Code informs you about our products, services, and customer care policies. Our Code has been approved by Ofcom, the independent regulator for the UK communications industries for the purpose of section 52 of the communications Act 2003. This Code is published on our website: www.ringcentral.co.uk. Additional copies are available on request and free of charge to any domestic and/or small business customers. It is also available in larger print upon request.
How to contact us
Should you have an enquiry please contact our Customer Service Team. Hours of operation are 09.00-18.00 Monday to Friday. 24-hour answering service at all other times.
|By phone:||0800 014 8091|
+1 925.301.8209 (international)
|By fax:||+1 650.620.1153|
|By letter:|| RingCentral UK, Ltd.|
5 New Street Square
Our commitment to you
We are committed to providing you with the highest quality of customer service. When we purchase services from our wholesale provider(s), we choose such providers carefully to ensure that you receive high quality service. We make every reasonable effort to supply services that satisfy your needs and requirements. We work to ensure compliance with all relevant laws and regulations.
- RingCentral is a leading provider of virtual PBX cloud-computing solutions for small businesses, including wireless / mobile smart phone users.
- RingCentral’s products and services provide extensive features and functionality, including call forwarding, find-me/follow-me, voicemail, IVR, multi-extension and internet fax.
For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0800 014 8091 or +1 925.301.8209 (international).
Terms and conditions
When you subscribe to a service from RingCentral UK, Ltd., we will send you our Standard Terms and Conditions and request that you to sign a customer contract acknowledging and agreeing to comply with such Terms and Conditions, if applicable. If you have any questions, please phone our Customer Service Team on 0800 014 8091 or +1 925.301.8209 (international). We may carry out a credit check as part of our initial assessment procedures.
We aim to provide services within at least ten (10) working days of your original request, subject to the availability and installation of any equipment and, where appropriate, licensing. If we need to carry out a survey of your premises we will advise you of the revised timescales as soon as we can.
No minimum contract periods apply to the Ringcentral service plans and you may decide to cancel your service at any time for any reason. The service plans are payable either monthly or annually and provide for different fixed numbers of monthly minutes, caller extensions and pricing for the purchase of additional minutes. Different rates apply to international and domestic calls. Further details regarding the costs and services included in each service plan can be found on our website at www.ringcentral.co.uk and in our Standard Terms and Conditions.
If you decide to cancel your order or agreement, you may do so without penalty charges at any time by contacting our Customer Service Team on 0800 014 8091 or +1 925.301.8209 (international).
Faults and repairs
Please call our Fault Service Team at 0800 014 8091 or +1 925.301.8209(international) if you experience a fault with any of our services. We aim to have all faults investigated and repaired within ten (10) days.
Compensation and refund policy
Our policy is to handle each claim on a claim by claim basis. We aim to investigate any claims and respond within thirty (30) working days. Any refunds that are due to you will be credited to the next months invoice.
Our pricing structure is available from our Customer Service Team on 0800 014 8091 or +1 925.301.8209 (international). It can also be found on our website at www.ringcentral.co.uk. We will notify you in advance if we change the pricing structure on your products and services.
We will bill you monthly or annually, in advance, for ongoing services depending on which package you subscribe for.
You can choose to pay us via a range of payment options including credit card, cheque or direct debit. These are agreed to at the start of your customer contract. If you wish to change your method of payment at any time, please call our Customer Service Team 0800 014 8091 or +1 925.301.8209 (international).
If you have difficulty paying your bill, please contact us on 0800 014 8091 or +1 925.301.8209 (international), and we will work with you to arrange a different method of payment. We will do all we can to help our residential and small business customers manage their bills and avoid disconnection.
If you are moving your home or office
Please call our Customer Service Team on 0800 014 8091 or +1 925.301.8209 (international) no later than twenty (20) days before your move date. Please immediately update your Registered Location (for VoIP subscribers only) any time your Registered Location changes. We will amend your account and billing requirements as necessary. In some cases the relocation of radio equipment may be subject to Ofcom approval.
We make every effort to ensure that our customers are happy with the level of service, and the products and services they receive from us. However, despite our best efforts, we understand that things can go wrong. We take customer complaints very seriously and we aim to resolve them quickly and efficiently. If you have a complaint about any part of our service, please contact our Customer Service Team on 0800 014 8091 or +1 925.301.8209 (international). 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 disclosed. To ensure the protection of your privacy, we may ask you questions to confirm that we are speaking to the right person.
You may also send your complaint to us in writing to:
RingCentral UK, Ltd.
4 New Street Square
England EC4 3TW
We will try to resolve your complaint quickly and efficiently, and to keep you informed of any progress of developments at all times. If your complaint is not resolved to you satisfaction, you may contact the Managing Director at the above address. If your complaint has been outstanding for more than eight (8) weeks or you have received a letter from us saying that you complaint has reached "deadlock", then you may ask for help from CISAS
CISAS is an independent organisation which is approved by Ofcom to provide alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communication providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at all facts given to them before deciding any action that may be required to put things right. CISAS' contact details are:
24 Angel Gate
London EC1V 2PT
Tel: 020 7520 3827
Fax: 020 7520 3829
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 such activity, please call the Customer Service Team on 0800 014 8091 or +1 925.301.8209 (international), to report the incident, and for information on how to deal with your situation.
Services for people with special needs
We are committed to helping all our customers to communicate easily. We offer the following additional services for customer who are older or who may have a disability, including:
Priority access to the Customer Service Team 0800 014 8091 or +1 925.301.8209 (international)
Priority fault repair and assistance
Copies of this Code in larger print.
We comply fully with our obligations under the Data Protection Act 1998.
RingCentral UK, Ltd.
5 New Street Square