Code of Practice
Complaint Handling and Dispute Resolution for Communication Services
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 send your comments in a support ticket at https://www.filesanctuary.net/help.
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
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.
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.
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.
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 by creating a support ticket at https://www.filesanctuary.net/help. 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.
Data protection
We strictly follow the procedures laid down by the Data Protection Act of 2018 to protect all user information.
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.
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 create a support ticket to request account cancellation.
Phone: 01642 688 088
Support tickets: https://www.filesanctuary.net/help
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:
- FTTP Internet: 12 Months
- SOGFAST Internet: 12 Months
- SOGEA Internet: 12 Months
- Leased Lines: 36 Months
- Web and Email Hosting: 1 Month
- Cloud Servers: 1 Month
- Security Services: 1 Month
- Backup Services: 1 Month
Some services take a little time to cancel, as they require us to work with special industry processes (such as FTTP, SOGFAST, SOGEA, and Leased Lines). 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.
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
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