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General code of practice

Regarding complaint handling and dispute resolution for domestic and small business customers

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

Elite Limited is an established ISP providing Internet Services to both Business and Residential customers. These services include Broadband Internet Access, Dial Up, Web Hosting and email services. A full description of all our services can be found on our website at: http://www.elite.net.uk

The Registered office of the Company is:

Elite Limited
Internet House
33 Kingston Crescent
Portsmouth
Hampshire
PO2 8AA

Telephone: 023 9279 7676
Email: customercare@elite.net.uk
Web site: www.elite.net.uk

Elite Limited is Registered in England. Company Registration Number: 3759064

This Code of Practice describes the products and services, which we supply for our customers, and contains information regarding the services and their provision. It gives information on how to contact us regarding any of our services and our disputes procedure.

Elite Limited aims to provide a high standard of Customer Service and to deal with any complaints in a fair and transparent manner. Below you will find the details of how to lodge a complaint in the event that you feel we have failed to meet the standards that you the customer expect.

Elite Limited is a member of the Internet Service Providers Association (ISPA) and has agreed to abide by its Code of Practice.

Pricing information

You will find full details of our pricing information on our website:

Prices shown on the Elite website are quoted without VAT which is added at the current rate.

Some of the services offered by Elite Limited can be purchased through our online ordering service. Others require completion of forms, which our Sales Team will take you through and ensure speedy dispatch of relevant paperwork. Any data collected during the ordering process will only be used by Elite Limited for the provision of the service required, billing and contact purposes. To contact the Sales Team with enquiries regarding any of the above services please phone: 023 9279 7676 or email: sales@elite.net.uk.

All of our standard packages are subject to 1-year contracts with the exception of our dial up service, which has no minimum contract length. All contracts can be cancelled after this initial period by giving us 1 months notice in writing.

Invoicing details

Invoices are issued in advance for any services ordered from Elite Limited and payment can be made in the following ways: Credit or Debit Card, either online through your own control panel or over the phone to the Accounts department, BACS, Standing Order or Cheque posted to the registered office address. In respect of ADSL Broadband services the cheque facility is not available and payment can only be made by Standing Order or Credit/Debit cards.

In the case of a query we ask that you contact our Accounts Team or your allocated Account Manager on 023 9279 7676 on receiving the applicable invoice. Any queries will be dealt with immediately by your Account Manager and we will endeavour to settle the problem whilst we are talking to you, if this is not possible and further investigation is required we will keep in contact with you and advise you as soon as the problem is resolved, at which time we will either credit the invoice or allocate a refund to your account.

In the case of refusal to pay any invoices due or late payment of invoices, Elite Limited reserve the right to terminate services immediately. In the event of late payment Elite Limited will attempt to contact you either by Email, Fax, Telephone and Letter to the address held prior to disconnection.

Elite Limited reserve the right to refuse reconnection to any services should you have been disconnected through non-payment of outstanding invoices.

Customer service contact details

Elite Limited provides a Technical Support help line 24 hours a day 7 days a week which can be accessed by email: support@elite.net.uk or alternatively by phone: 0871 249 0 249 (calls are charged at 10p per minute). All correspondence will be replied to as soon as possible but at the latest within 24 hours of receipt.

Any problems that are due to conditions outside our control (circuits not owned or managed by Elite Limited) may take longer to rectify however we will do everything we can to keep you updated and to liaise with the necessary companies to ensure that faults are fixed within the shortest possible time.

Our Sales and Accounts personnel can be contacted Monday to Friday between the hours of 09.00 to 17.00 by email: sales@elite.net.uk or accounts@elite.net.uk or alternatively by phone: 023 9279 7676.

Complaints procedure

If you should have cause to complain about any services supplied by Elite Limited please contact your Dedicated Account Manager or any member of the Customer Sales/Service Team on 023 9279 7676, sales@elite.net.uk or alternatively in writing to: Elite Limited, Internet House, 33 Kingston Crescent, Portsmouth, Hampshire PO2 8AA, in the first instance. If this does not resolve your dispute then please address your complaint to:

Mr D Simmons
Director
Elite Limited
Internet House
33 Kingston Crescent
Portsmouth
Hampshire
PO2 8AA

Telephone: 023 9279 7676

Elite Limited will address all complaints within 5 working days and will provide an explanation or an update with regards to the problem as appropriate. We will keep you informed at all times of our progress with regards to the matter.

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 (Communications and Internet Services Adjudication Scheme) managed by The Chartered Institute of Arbitrators.

CISAS
24 Angel Gate
City Road
London
EC1V 2PT

Telephone: 0845 1308 170 E-mail: info@cisas.org.uk Web Site: www.cisas.org.uk

This Code of Practice is published on our Web site at: www.elite.net.uk. Additional copies are available on request and free of charge to any domestic and small business customer.

This document is reviewed at regular intervals as required by the regulator. On review the latest version will immediately be published and will be available on our website at: http://www.elite.net.uk/code-of-practice.php

For your information the phone number for the Ofcom Contact Centre is: 020 7981 3040

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