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.
0344 871 1122
0344 871 1122
Maintel Voice and Data
160 Blackfriars Road
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.
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.
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.
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.
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 firstname.lastname@example.org
If not satisfied with the way that complaint has been handled ask for the issue to be escalated as follows;
1st point of escalation – Joanne Ballard (Customer Experience Director)
2nd point of escalation – Gillian Bailey (Operational Services Director)
3rd point of escalation – Ioan MacRae (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