0844 871 1122

Voice & DataCode of Practice

Maintel Voice & Data Limited is a subsidiary of Maintel Holdings Plc, a profitable and financially secure AIM listed company.

Maintel Voice and Data Limited uses several carrier networks to offer businesses a range of voice and data services. This code of practice gives existing and prospective business customers an overview of the company and its policies. Maintel is service-driven and committed to providing outstanding customer service.

Contact details

Sales Tel:       0844 871 1122  nssales@maintel.co.uk
Support Tel:    0844 871 1122  nssupport@maintel.co.uk

Maintel Voice and Data
61 Webber Street
London
SE1 0RF 

Our Services

Telephone call traffic

We offer business clients an alternative to BT for their telephone calls offering competitive call rates and enhanced billing and call reporting solutions to assist with cost control and reduction. Our call traffic services can be accessed over BT telephone lines, our own lines or by direct connection to one of our other carrier partner networks.

Telephone line rental

We are able to provide line rental at a minimum 10% savings compared to BT standard line rental prices. We can transfer existing BT lines to ourselves and install new or additional lines as required.

Non-Geographic Numbers

Our Non-Geographic numbers allow businesses to take control of their incoming calls. We provide a full range of 0845 (local rate), 0800 (freephone) and 0870/0871 (national rate) numbers. We also provide Premium Rate Number services.

Broadband and data services

We offer business class, voice-ready Broadband service to link customers sites to each other or to the Internet. We also provide leased lines and robust VPN solutions.

Ordering a service

All services may be ordered from our sales department using the contact details above.

Cancelling a service

Services may be cancelled, subject to minimum contract period, by contacting our support department as detailed above.

Reporting a fault

Faults should be reported to our 24 hour Service Centre on 0844 871 1122 and will be responded to in line with the contractual response times and service level agreements for the relevant service.

Fraud

We routinely monitor clients' call patterns to look out for potential fraud and to protect our customers from consequential losses. We reserve the right to suspend service without notice if fraud or illegal activity is suspected.

Complaints Procedure

In the unlikely event that you are unhappy with any aspect of our service please do not hesitate to contact us and let us know.

Please call our support department on 0844 871 1122 or email nssupport@maintel.co.uk

If you are not satisfied with the way that your complaint has been handled please ask for the issue to be escalated as follows;

1st point of escalation - Mary Smiddy (Network Solutions Support Manager) 

2nd point of escalation - Chris Daffin (Network Solutions Director)

3rd point of escalation - Eddie Buxton (Chief Executive Officer)

Independent Complaints Advice

If after escalating your complaint as above you remain dissatisfied you may refer the matter to an independent adjudicator.

Maintel Voice & Data Ltd is a member of the Office of Telecommunications Ombudsman (OTELO).

OTELO will take details from both you and Maintel Voice & Data and will make a decision based on the evidence presented to them.

OTELEO can be contacted at Wildespool Park, Greenall's Avenue, Warrington, WA4 6HL.

Tel:          0845 050 1614
Email:      enquiries@otelo.org.uk
Website:  www.otelo.org.uk

Other contact details

OFCOM (Office of Communications)
Riverside House
2a Southwark Bridge Road
London
SE1 9HA

Tel:          020 7981 3000
Email:      contact@ofcom.gov.uk
Website:  www.ofcom.gov.uk

OFCOM is the main regulator for the UK Telecoms industry.

PhonepayPlus
5th Floor
Clove Building
4 Maguire Street
London
SE1 2NQ

Tel:          020 7940 7474
Website:  www.phonepayplus.org.uk

PhonepayPlus regulate all Premium Rate Services