Code of Practice

Complaint Handling and Dispute Resolution for Communication Services

File Sanctuary Ltd is a provider of communication services, supplying Cloud Servers, Web Hosting, Internet and telecommunication solutions for residential and business 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 File Sanctuary. It will enable you to:

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

How to contact File Sanctuary

Support tickets
Tickets can be created at https://www.filesanctuary.net/help — this is usually the best way to get in touch with us.

Phone
During office hours you can call us on 01642 688 088 to speak to a member of staff.

Email
You can also email us at yourfriends@filesanctuary.net — this will create a support ticket if you are unable to create one on our website.

Our office hours are Monday to Friday from 10am to 6pm. We are closed on weekends and bank holidays. Calls are charged at local rate.

These contact details are valid for all queries, including Sales, Support, and Accounts.

Account cancellations

To cancel your account please login to our customer portal and use the Request Cancellation link next to the service you wish to cancel. If you cannot access the customer portal, please call or email us to request account cancellation.

Phone: 01642 688 088
Email: yourfriends@filesanctuary.net

Most of File Sanctuary’s services have a minimum contract period of just one month, but for those that have longer contract terms, we would be happy to discuss your requirements. A summary of our most common communication service contract periods (unless otherwise specified) are:

  • ADSL Internet: 12 Months
  • FTTC Internet: 12 Months
  • FTTP Internet: 12 Months
  • PSTN Line Rental: 12 Month
  • Web and Email Hosting: 1 Month
  • Cloud Servers: 1 Month
  • Security Services: 1 Month
  • Backup Services: 1 Month
  • Domain Registrations: 12 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we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn.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 cancellations 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 complaints@filesanctuary.net.

By Phone: You can contact the Customer Care team directly on 01642 688 088 from 10am to 6pm. 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:

File Sanctuary Ltd
Boho One
Bridge Street West
Middlesbrough
TS2 1AE

What happens once we receive your complaint?

We will acknowledge all complaints received by phone or email within 24 working hours of receiving your complaint. It may take up to 10 working days for us to acknowledge complaints received by letter.

Dispute resolution

If we are unable to resolve your complaint satisfactorily, we will issue a “deadlock” letter so that you may make a complaint through CISAS, an independent alternative dispute resolution scheme. We can provide you with details of this service.  Alternatively if more than three months has passed since you first made your complaint, please contact the ADR scheme directly.

CISAS
70 Fleet Street
London
EC4Y 1EU

Phone: 020 7536 6000
Email: info@cisas.org.uk 
Website: www.cisas.org.uk

Order processing

All services can be ordered online via our website, or simply by calling our customer services team on 01642 688 088. The time it takes to setup can vary depending on the service purchased. We will aim to confirm all new orders by email within 4 hours during normal office hours (Monday – Friday 10am to 6pm, excluding bank holidays).

Pricing

Up-to-date prices for our products and services are always available on our website (https://www.filesanctuary.net) or by calling our customer services team on 01642 688 088.

Billing methods

We currently accept the following payment methods:

  • Credit / Debit Card
  • Direct Debit

Fault repair

Faults can be reported around the clock via email at yourfriends@filesanctuary.net. To report a fault to one of our representatives please call 01642 688 088 during office hours. However unless otherwise stated in your service agreement, engineers only attend to faults in normal working hours (Monday – Friday 10am to 6pm, excluding bank holidays). Faults can occur on our Network, or another operator’s network, as well as your own equipment.

If the fault is reported during normal working hours, we will try to establish the location of the fault. We may request that you carry out some simple checks to help us establish the cause of the fault. Repairing faults on our network is part of the maintenance cover we provide with our service. If the fault is not on our network then we may not be responsible for its repair.

We reserve the right to charge for any abortive work or visit arising from faults over which we have no control. Should an engineer need to visit your premises we will agree this with you.

Privacy

We take your privacy very seriously and we strictly follow the procedures laid down by the Data Protection Act 2018 to protect all user information. Our Privacy Policy (https://www.filesanctuary.net/privacy) sets out the personal information we collect about you and describes how we may use that information. No customer information will be intentionally used or distributed outside of File Sanctuary Ltd except in cases where we need to supply your details to partners in order to provide service to you, and we have a strict policy of not selling customer details to outside marketing agencies. Our privacy policy also contains details of how you can opt in and out of receiving our marketing information.

Access to our Code of Practice

Customers can access this code of practice from our website (https://www.filesanctuary.net) or by requesting a copy to be posted or emailed to them.

Data protection

We strictly follow the procedures laid down by the Data Protection Act of 2018 to protect all user information.

General philosophy

File Sanctuary is a private limited company offering advanced Internet communications for both the home and business user, whatever their needs.

Our product range in very broad terms consists of:

  • Broadband (ADSL, FTTC, FTTP, and leased line Internet connectivity)
  • Telecoms (Line rental and phone calls)
  • Hosting (web and email hosting)
  • Cloud Servers (virtual private servers)
  • Security (antivirus, VPN, and vulnerability scanning)
  • Backup (computer, website, server, and Office 365)
  • Domain registration services

Customers of File Sanctuary can take advantage of our world class technical support with emails answered in minutes and telephone calls answered in seconds. Through the automation of a control panel, a large number of customers can configure their packages at any time or day or night, anywhere in the world, without the need to ‘submit requests’ for an operations engineer to action the request for them, allowing us to concentrate on improving the service further and focusing on new projects.

The code will be regularly reviewed in line with Ofcom’s requirements. We value all feedback from our services to this code of practice. Please email your comments to yourfriends@filesanctuary.net.

Contacting related organisations

Office of Communications (Ofcom)
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Tel: 020 7981 3040
Email: contact@ofcom.org.uk
Website: www.ofcom.org.uk

Communications & Internet Services Adjudication Scheme (CISAS)
70 Fleet Street
London
EC4Y 1EU
Tel: 020 7536 6000
Email: info@cisas.org.uk
Website: www.cisas.org.uk