Complaints Handling

Titan Technology is committed to providing all of our customers with the highest level of telephone service but at competitive wholesale prices.

However in the unlikely event that you experience any problems, we would like you to inform us, so that we can attempt to resolve it quickly and efficiently.

We can be contacted at:
Titan Technology Ltd
Friars Gate 2, 1011 Stratford Road
Shirley, Solihull
West Midlands
B90 4BN

Our direct line to customer services is 0800 3168886

Email our customer services team at:
enquires@titantech.co.uk

Visit our web site on
www.titantech.co.uk

Depending on the nature of your subscription and contract with us, you may have access to some or all of the services below:

• Broadband
• VoIP
• Voice services
• Non-geographic telephone numbers
• Call charges
• Line rental

In order to provide customers with the best package for their business needs, each is individually tailored.  As such we have no fixed call rates and as such we are committed to providing high quality telecommunications services at competitive prices.  Our aim is to offer business to business users cost effective solutions to all the telecommunication needs.

Whatever services you currently subscribe to, should your needs change we will be happy to discuss your new requirements. 
Please contact our Account Management team on 01926625700.

When taking out a contract with us you agree to comply with the terms and conditions of that agreement.  These can be found on the reverse of the agreement that you signed or on this website.  Alternatively we would be please to provide you with additional copies of them at any time.

A brief summary of some of our current Terms and Conditions are detailed below:

Duration and Termination:
The agreement shall continue unless terminated by either party giving in writing to the other the period provided for in the contract.

Charges:
The customer agrees to pay charges within 14 days of the invoice date.  Titan Technology reserves the right to charge a daily interest rate on sums outstanding 30 days after invoice.  The rate shall be 4% above Nat West Lending Base Rate.

General:
The agreement represents the whole understanding between the parties.

NB: as this is a business-to-business contract and not a consumer contract and as such there is no cooling off period. Once the contract is signed a legal binding agreement exists between the parties.

3.   CUSTOMER SERVICES

In the unlikely event that you have cause for complaint about any level of our service please follow the below procedure:

We will use our best endeavours to deal with all complaints fully and fairly, and in a reasonable time scale. (It is our aim that complaints will proceed through the internal system within 12 weeks of the first complaint.)  It may be necessary in some circumstances for us to respond by telephone. However should you require a response in writing, then please ask.

STEP 1:  Contact the Customer Services Team

The team will investigate your complaint and work to resolve any issues.

STEP 2:  Contact Customer Service Manger

If you feel that your complaint has not been adequately resolved you can ask for the matter to be escalated and referred to a customer service manager.  He will review your case and attempt to resolve any issues.  Should the matter not be resolved a formal written complaint should be made. Calls to Titan Technology may be recorded for monitoring and training purposes.

STEP 3:  ADR

Titan Technology believes that it is in everyone’s interest to attempt to resolve disputes without 3 rd party assistance. However if the above procedure has been followed without success you may reference your complaint to our ADR service, CISAS, however this cannot be done until 12 weeks after first complaining or until a deadlock letter is issued by Titan Technology.  We can provide you with full details of these services. CISAS can only deal with complaints from small business a customer, that is business employing fewer than 10 people.  Complaints to CISAS must be made within 6 months of reaching deadlock or deadlock is not agreed within 9 months of making your complaint to Titan Technology.

STEP 4:  OFCOM

If your complaint has not been handled in line with Titan Technologys complaints process or ADR process, please contact Ofcom who will review the matter.  However Ofcom CANNOT alter or review CISAS’s decisions.

For more details of Ofcom’s role please refer to their web site.

STEP 5:  Court action

Should all other methods of attempting to resolve the issues fail, court action can be started.

4. OBTAINING A COPY OF THIS CODE.

A copy of this code is published on our web site or alternatively is available on request to any of our customers (free of charge).

5. CONTACT DETAILS OF RELATED ORGANISATIONS

Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE19HE

Tel 0845 456 300
Website www.ofcom.org.uk

C/o Dispute Resolution Services
The Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1A 2LP

Tel 02074217432
Website www.arbitrators.org