Code of Practice
Regarding Complaint Handling and Dispute Resolution for Domestic and Small Business Customers
As a supplier of Broadband ADSL products and services we are required by Ofcom to publish a Code of Practice (COP) outlining the key information concerning the services we provide, our support procedures and complaints resolution process.
We also recommend reading our Broadband Terms & Conditions.
About Us
Fast.co.uk is part of the Dark Group.
Dark Group Ltd is a company registered in England & Wales (Company Number: 3766500), who's registered office is: Network House, 10 Erles Road, Liphook, Hampshire, GU30 7BW
Further information about the Dark Group can be obtained from: www.dark.co.uk.
Contact Details
You can contact Fast.co.uk by telephone, e-mail, fax and post.
Sales Enquiries:
- Telephone:
- 01428 727437
- E-mail:
- sales@fast.co.uk
- Fax:
- 0870 112 3278
- address:
- Fast.co.uk
Passfield Business Centre
Lynchborough Road
Passfield
Hampshire
GU30 7SB
United Kingdom
Technical Support
- Telephone:
- 01428 727437
- E-mail:
- support@fast.co.uk
- Fax:
- 0870 112 3278
- address:
- Fast.co.uk
Passfield Business Centre
Lynchborough Road
Passfield
Hampshire
GU30 7SB
United Kingdom
Billing Enquiries:
- Telephone:
- 01428 727437
- E-mail:
- accounts@fast.co.uk
- Fax:
- 0870 112 3278
- address:
- Fast.co.uk
Passfield Business Centre
Lynchborough Road
Passfield
Hampshire
GU30 7SB
United Kingdom
Services
Internet Access Solutions – Broadband ADSL, Broadband SDSL, Satellite Broadband, Dialup Internet access & Leased Lines.
Hardware - modems, routers & general accessories.
Telecoms - VOIP, IP Telephony, Call Routing.
Ordering
You can order our products and services online via our website (http://www.fast.co.uk) or via telephone, where our sales advisors will also be happy to answer any questions about our product range.
Pricing
We always aim to ensure that all pricing information clearly states which charges are included or excluded, and make all reasonable endeavours to ensure pricing information is accurate, and up-to-date at the time it was published. You will find our current pricing on our website (http://www.fast.co.uk).
Many products offer annual, or bi-annual billing arrangements, although some Internet access solutions are paid for monthly by credit or debit card.
Refunds & Compensation Policy
Refunds and compensation will be considered on a "per case" basis depending upon the package you have with us, and the circumstances that have created such a request.
Terms & Conditions
Our terms and conditions, along with details contained on certain pages of our website during special offers contain information pricing and contract details. We therefore strongly advise customers to read them carefully before signing up to avoid any confusion or disappointment.
Terms and conditions including details of our minimum contract period, along with cancellation procedures can be found within our Terms & Conditions at http://www.fast.co.uk/terms.
Complaints Resolution
We pride ourselves on offering a high level of service to all our customers, however we understand that sometimes things go wrong and misunderstandings can occur.
If you are already speaking to a member of our sales, support or customer services team your first course of action should be to address the matter with them, quite often complaints can be resolved immediately where a simple misunderstanding has occurred.
You are welcome to ask to speak to another member of our staff about the matter, or have the issue raised with a more senior staff member, by calling us on on 01428 727437 or e-mailing: support@fast.co.uk.
If you are dissatisfied with the solution offered, then we request that you raise a formal complaint by writing to us at:
Operations Director
Fast.co.uk
Passfield Business Centre
Lynchborough Road
Passfield
Hampshire
GU30 7SB
United Kingdom
We will investigate, respond to, and conclude efficiently, professionally and in a timely manor any complaint submitted.
To help us know the facts please include any past correspondence, your full account information, brief summary of the issue you would like investigated, and your preferred resolution.
Alternative Dispute Resolution
If you have still been unable to resolve your complaint satisfactory after a period of 12 weeks or if we write to you to say that "deadlock" has been reached, you may refer your complaint to the Communications and Internet Services Adjudication Scheme (CISAS) of which we are a member.
You can write to CISAS at:
CISAS
24 Angel Gate
City Road
London
EC1V 2PT
Alternatively you can telephone them on 020 7520 3814, e-mail info@cisas.org.uk or visit their website at: www.cisas.org.uk.
How to obtain this code of practice
This code of practice is published on our website (http://www.fast.co.uk/cop/). Additional copies are available on request free of charge to any domestic and small business customer. It is also available in large print if required.
Additional information
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 can be found on Ofcom’s Web site.