Voice & data Code of Practice

Maintel Voice & Data Limited is a subsidiary of Maintel Holdings Plc.

Maintel Voice and Data Limited uses several carrier networks to offer 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: 

0344 871 1122  

sales@maintel.co.uk

Support Tel:  

0344 871 1122  

service@maintel.co.uk

 

Maintel Voice and Data
160 Blackfriars Road
London
SE1 8EZ

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 offer significant 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 & Inbound Services

Our Non-Geographic numbers allow businesses to take control of their incoming calls. We provide a full range of number options including freephone, 02, 08 and virtual geographic numbers which can be controlled via a simple web portal.

Broadband and data services

We offer business class, voice-ready data services to link customers sites to each other or to the Internet. Services include broadband, FTTC, EFM and fibre ethernet which can be combined to form cost-effective WAN Solutions.

SIP trunks

We provide SIP trunks Solutions as both a replacement or a enhancement of ISDN services with SIP channels typically costing less than 50% of ISDN and provides a number of business continuity features.

Hosted Telephony

We provide a range of hosted telephony platforms that offer a Cloud-based opex alternative to traditional on-premise 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 0344 871 1122 and will be responded to in line with the contractual response times and service level agreements for the relevant service.

Telephone Fraud

Although no fraud risk can be totally eliminated, 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 not hesitate to contact us and let us know.

Please call our support department on 0344 871 1122 or email service@maintel.co.uk

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

1st point of escalation - Ruth Bowdery (Service Desk 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 a complaint as above you remain dissatisfied you may refer the matter to an independent adjudicator.

Maintel Voice & Data Ltd is a member of Omudsman Services LTD.

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

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

Tel:          0330 440 1614
Website:  www.ombudsman-services.org

Other contact details

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

Tel:          0300 123 3333
Email:      contact@ofcom.gov.uk
Website:  www.ofcom.org.uk

OFCOM is the main regulator for the UK Telecoms industry.

PhonepayPlus
25th Floor
40 Bank Street
London
E14 5NR

Tel:          0800 500 212
Website: www.phonepayplus.org.uk