Code of Conduct
How SY Comms Ltd operates and handles complaints — written in line with Ofcom General Condition C4.
This code publicly explains how SY Comms Ltd will act in its business conduct. We value our customer relationships highly and aim to ensure customers are delighted with the services we provide.
About SY Comms Ltd
SY Comms Ltd specialises in providing, installing and maintaining digital telephone systems, along with discounted line rentals and call rates. Its headquarters are in Shrewsbury, with around 10 staff in sales, marketing, technical and administrative roles.
About this code
This code was written in response to Ofcom’s General Condition C4 (GC C4), the relevant condition for complaints handling and dispute resolution under section 52 of the Communications Act 2003. Under GC C4, providers must comply with procedures conforming to the Ofcom Approved Complaints Code when handling complaints from domestic and small business customers, and must belong to an approved alternative dispute resolution (ADR) scheme. Our processes are under constant review to ensure best practice.
Our services
- Telephone equipment supply, including systems, handsets and mobile phones
- Installation and maintenance of telephone equipment and systems
- On-site and remote technical support
- Line rental and network access for call routing
- Non-geographic telephone numbers
- Broadband services
- VoIP solutions
- Software and hardware for call management, voice recording, on-hold marketing and voicemail
- Computer Telephony Integration (CTI) provisioning and setup
Pricing
Equipment pricing depends on factors such as the number of extensions, lease period, quantity and nature of additional equipment, and whether installation, maintenance, line rental or call routing are included.
Cancellation of services
Customers may cancel in writing at any time. If cancellation occurs before the agreed contract period ends, early termination charges apply per the individual contract terms.
Equipment warranty
New equipment carries a 12-month warranty, with free replacement for faults within the first twelve months after installation. Equipment from other manufacturers is sold with the manufacturer’s warranty. Customers may sign a Support contract for extended warranty coverage, including faulty equipment replacement and engineering charges during the contract term.
Support and repairs
Technical enquiries are logged via phone, email or web. They may be resolved on first contact or queued for callback by priority. Service levels and response times are monitored. During office hours, the target is an initial response to all technical problems within an hour of notification.
Access to services
We rely on proactive telemarketing and digital marketing to arrange appointments, plus a referral scheme where existing customers recommend associate businesses.
Complaint handling process
Complaints are logged in a database. If not resolved at departmental level, they escalate to the Customer Services Team, which investigates with the head of the relevant department. Account activity may be suspended pending investigation, and all actions and correspondence are recorded. If unresolved, the complaint is referred to Ombudsman Services.
If eight weeks pass without a satisfactory resolution, an ADR letter is issued so the customer can file a case with the Ombudsman. Complaints about financed equipment or the sales process may be referred to the supplier for handling under its internal procedures.
Your rights
If you remain dissatisfied, you may contact Ombudsman Services for an independent assessment:
- Name: Communications Ombudsman
- Website: www.commsombudsman.org
- Email: enquiry@commsombudsman.org
- Phone: 0330 440 1614 (Monday–Friday 8am–8pm; Saturday 9am–1pm)
- Post: P.O. Box 730, Warrington, WA4 6WU
Compensations or refunds
If you were overcharged in error, an immediate refund is issued on request. Full liability for direct or indirect costs, lost profit or goodwill is set out in the signed contract documentation. Billing errors are investigated promptly and rectified on the next invoice.
Customer rights
Terms and conditions are communicated at point of sale, and customers receive copies of all signed documentation. We maintain a customer information database and comply with the Data Protection Act 2018 (DPA 2018). Customers may request a copy of the information held about their business. SY Comms Ltd often acts as an introducer to financial intermediaries for telephone equipment purchases, and commits to ensuring those companies comply with the Consumer Credit Act 1974.