Factoids Code Of Practice

Code of Practice Regarding Complaint Handling and Dispute Resolution for Domestic and Business Customers
Version 1 - 27/07/2009


Introduction
Totally Techy's focus is IT Support & Services for businesses and individuals. We pride ourselves on having outstanding customer service and IT knowledge but sometimes things go wrong and that is why we follow both our own Code of Practice and those of the associations we belong to. Our own Code of Practice should be followed first before contacting any external party to make a complaint; your consumer rights are not affected by this.


Coverage
This is our standard Code of Practice and Dispute Resolution Procedure which covers both domestic and business customers. This may be overridden by specific clauses or another Code of Conduct as per any contract between us. If you have a contract, please check that for any modifications.


Contact details
Our registered address is:

Totally Techy Ltd
165 Field End Road
Eastcote
Middlesex
HA5 1QL

(There is no one at this address who can assist you, if you wish to talk to us in person please visit us in store.)

Phone: 0330 999 1337
Email: help@totallytechy.com
Website: totallytechy.com


Services Covered
This document covers all services we offer as listed, amended and updated from time to time on our website at totallytechy.com.


Contract conditions
Our various contracts are available online at totallytechy.com/factoids (for general contracts) or listed against an individual service such as Business Support. We offer bespoke contracts for customers and these are not stored online. If you have lost your copy, please ask for an additional one to be sent to you.


Customer Service Compensation or Refund Policy
Any refunds due will be made using the same method as original payment (e.g. you paid on a credit card, we will refund to that same card). We may change this general rule on a one by one basis but this is at our discretion.


Complaint handling process
1. In the first instance, please call 0330 999 1337 and ask to speak with a manager.
2. If the manager is unavailable or unable to assist, please ask for the managing director (depending on location, this may be the same person).
3. If after speaking with a manager or the managing director you feel we have not met your expectations, please follow the Dispute Resolution Procedure.


Dispute Resolution Procedure

1. Manager
Please ensure you have spoken with a manager before proceeding to stage 2.

2. Independent Review
If we have not resolved your complaint to your satisfaction after you have spoken with a manager or if you have received a letter from us saying that your complaint has reached deadlock (this means that after taking everything into account, we do not accept the complaint and it is our final decision) then we will abide by the results of an independent review of the situation.

At your initial cost, we will accept an independent review of our service offered to you.

We will only accept an independent review from a company in good standing who is a member of one of these approved associations:

CompTIA ASC: http://www.comptia.org/businessaccred/servicecenter/findasc.aspx
Brigantia (Accredited Computer Experts): http://www.brigantia.com/locate.asp

You must provide us with details of the independent company before proceeding so that we can provide our own records and our history of the events.

Independent Review - We Failed:
If the independent review shows that we have failed in what we said we would do, or that we came short in our level of service implied and we accept this decision, we will make the service good (e.g. to repair the computer) or, at our choice, refund any charges to you including the reasonable cost of the independent review. If we do not agree with this decision, we may initiate stage 3 at our cost.

Independent Review - We Did Not Fail:
If the independent review shows that we have not failed in what we said we would do, or that we did not meet a level of service implied, then you may move to stage 3 if you wish, however, any additional costs will be incurred by you unless they agree with you.


3. Association Review
We will pass the complaint and all associated documents to one of our Trade Associations (listed above). We will abide by any decision they make. There are no more additional stages outside of the legal system.


How to obtain this Code of Practice
This Code of Practice is published on our website at http://totallytechy.com/factoids/code-practice. Additional copies are available on request and free of charge to any domestic and small business customer.