Code of Practice

Detailing who to contact for dispute resolution

Code of Practice Regarding Complaint Handling and Dispute Resolution

Whitebarn PC Services Ltd is a provider of IT Support, Maintenance, Cloud services, communication services, supplying hosting, Internet and telecommunication solutions for residential and business customers across the UK. All our systems have been designed and developed to ensure we have the most flexible path to delivering the solutions our customers required.

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 Whitebarn. It will enable you to:

  • Access summary details of our services

  • Understand what you can expect from Whitebarn after you have made a purchase or registered for a service

  • Contact details for alternative complaint bodies

  • Find out how to contact us

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom's Web site at http://www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/ccodes.pdf

How to contact Whitebarn PC Services Ltd

Our Customer Services department is open Monday to Friday from 09.00 to 17:00. We are closed on weekends and bank holidays. Calls are charged at local rate.

Telephone:       01376563959

Email:              support@whitebarn.co.uk

Website:          www.whitebarn.co.uk

NOTE: All emails are normally responded to within 8 business hours under for contract clients.  If you have not received a reply within 1 business day please do let us know.

Account Cancellations

To cancel your account please either call or email quoting your account username. We will require all cancellation requests to be submitted as a written request in the form of an email or if you cannot access the Internet send the same details in a letter to our main office address shown.

Phone: 01376563959 
Email: accounts@whitebarn.co.uk  

Whitebarn IT Services

Hitcham, Units 2-3

West Street

Coggeshall

Colchester, Essex

CO6 1NS

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we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn.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 cancellation 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 support@whitebarn.co.uk

By Phone: You can contact the support team directly on 01376563959 from 09:00 to 17:00. 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:

Whitebarn IT Services

Hitcham, Units 2-3

West Street

Coggeshall

Colchester, Essex

CO6 1NS

What happens once we receive your complaint?

We will acknowledge all complaints received by letter, fax or e-mail within 24 working hours of receiving your complaint.

Order processing

All services can be ordered via a Whitebarn Representative or via our website (in development). 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 9am to 5pm).

Pricing

Up-to-date prices for our products and services are can be obtained by calling our customer services team on 01376563959 or emailing support@whitebarn.co.uk

Billing

We currently accept the following payment methods:

  • Credit / Debit Card (Preferred)

  • BACS

  • Cheque

 

 

Fault Repair

Faults can be reported around the clock via email at support@whitebarn.co.uk. To report a fault to one of our representatives please call 01376563959 during office hours.  However unless otherwise stated in your service agreement, engineers only attend to faults in normal working hours (Monday – Friday 9am to 5pm, excluding weekends and bank holidays). Faults can occur on the 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. If the fault is on the BT network (in the case of ADSL and SDSL Broadband) then you may need to report this fault to BT directly. To report a BT fault call one of the following numbers.

BT Residential customers call 0800 800 151
BT Business customers call 0800 800 154

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 General Data Protection Regulation 2018 (GDPR) to protect all user information. Our Privacy Policy 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 Whitebarn PC Services Limited, and we have a strict policy of not selling customer details to outside marketing agencies without your permission to do so. 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 www.whitebarn.co.uk/code-of-practise 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 Regulation 2018 (GDPR) to protect all user information.

General philosophy

Whitebarn IT Services is a private limited company offering advanced IT Support and Maintenance to Internet communications for both the home and business user, whatever their needs. The company is without external investors, financial borrowing and being profitable the company is stable and has been since its formation in November 1999.

 

Our product range in very broad terms consists of:

  • Shared, Reseller (white label) and Dedicated Hosting

  • Domain Names

  • Broadband ADSL, FTTC, FTTP and Leased Lines

  • Telecom Services

 

Customers of Whitebarn can take advantage of our world class technical support with emails answered in minutes and telephone calls answered in seconds.

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom’s Web site at http://www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/ccodes.pdf

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 you comments to info@whitebarn.co.uk