Zencom Telecommunications
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Regulatory

Zencom Telecommunications

Zencom Telecommunications Ltd - Complaints Code
Zencom is committed to providing you with a high level of customer satisfaction.  If we have not met your expectations for any reason, we will endeavour to resolve any issues as quickly as possible.

How to register a complaint

To contact us:

  • By phone: please call 020 7111 0100

Our business account team will make every effort to deal with the issue immediately, but if further investigation is required, we will escalate as appropriate to ensure a solution is in place as soon as possible.

  • By letter: please include your ZT account number on all correspondence:

Zencom Telecommunications Ltd
6th Floor
2 Kingdom Street
London
W2 6BD


Our aim
Our aim is to resolve the issue as soon as possible and within 10 working days of first notification.  Our business account team will handle your initial call/email and keep you updated on progress.  If a satisfactory solution cannot be reached, the complaint will be referred to our Director of Operations.

If the Director is unable to resolve the complaint we will issue a ‘Deadlock' letter stating that we are unable to reach a satisfactory resolution.  On receipt of the letter and/or if 8 weeks have elapsed since the complaint was initially raised, you may make a complaint to the Ombudsman Services: Communications, an Ofcom approved alternative dispute resolution (ADR) service.

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Phone: 0330 440 1614
Fax:  0330 440 1615
Email: osenquiries@os-communications.org
Website: https://www.ombudsman-services.org/communications.html

Registered member : Zencom Telecommunications Ltd 2017

Ofcom
This code has been prepared in accordance with the regulatory requirements of Section 52 of the Communications Act 2003.  Guidelines for this code and further information on complaint handling and resolution can be found at http://stakeholders.ofcom.org.uk/telecoms/ga-scheme/general-conditions/customer-code-practice/

Refund policy
In the event of an overcharge either a credit will be issued to the customer's account or a refund raised against outstanding amounts, or repaid as agreed with the client.
All billing account queries to be sent to: accounts@zencomtele.com or call 020 7111 0100

Non-payment of bills procedure
Zencom Telecommunications Ltd complies with the guidance set out in General Condition 13 (GC13) regarding non-payment of bills.
Further information on the General Conditions of entitlement can be found at the Ofcom website - http://stakeholders.ofcom.org.uk/telecoms/ga-scheme/general-conditions/

Porting agreements
Under General Condition 18 of the General Conditions of Entitlement (GC18) Zencom Telecommunications Ltd will supply, upon request, details of those with whom we have established porting arrangements.