Code Of Practice

Inspire Business – Code of Practice

1. Introduction

At Inspire Business, we provide cutting-edge communications solutions for business clients throughout the UK. While we partner with leading third-party suppliers for certain service components, we maintain stringent oversight to ensure consistent, high-quality service delivery and rapid resolution of any supplier-related issues.

2. Purpose

This Code of Practice outlines our product and service offerings, customer care policies, pricing, and contractual terms. Available on our website at www.inspiretelecom.co.uk, additional copies are available upon request and in alternative formats for accessibility.

3. How to Contact Us

• Phone: 0330 122 9488 (Mon–Fri: 9am–5pm, Sat: 9am–2pm)

• Email: support@inspiretelecom.co.uk

• Post: Inspire Telecom, Alpha House, Laser Quay, Rochester, Kent, ME2 4HU

4. Our Commitment

We are dedicated to delivering outstanding customer service and reliable communications solutions. We select our wholesale partners with care, ensuring that your business benefits from robust, high-performance services. Our operations adhere to all relevant laws and industry regulations.

5. Our Products and Services

• Outbound & Inbound Call Management

• ISDN & Digital Telephone Lines

• Fixed Line Landline Services

• Telephony Systems & Hardware

• Mobile SIM Solutions

• SIP Trunking

• Data Connectivity & Broadband

• Hosted Telephony

• 4K TV Boxes

• WiFi Mesh Networks

• Networking & Cabling Solutions

• User & Network Support

6. Marketing

We operate in accordance with the British Code of Advertising, Sales Promotion, and Direct Marketing, as detailed at www.cap.org.uk.

7. Terms and Conditions

Our full Terms and Conditions are available on our website.

8. Contract Terms

• Business Contracts: 12, 24, 36, and 72-month options available, tailored to business size and requirements.

• Service Provision: We aim to deliver services within 10 working days, subject to equipment availability and site survey requirements. Any delays will be communicated promptly.

• Price Promise Guarantee: No price increases during your contract term (12, 24, or 36 months).

9. End of Contract & Year in Advance Billing

Upon contract expiry, you will be notified in advance and given options to renew or terminate. Services will continue on a monthly rolling basis unless terminated, subject to Out of Contract Rates. Year in Advance Billing is non-refundable on a pro-rata basis.

10. Cancellations

Orders may be cancelled within ten working days without charge unless you request the install to complete earlier. After this period, early termination charges may apply, as detailed in your Terms and Conditions.

11. Faults and Repairs

Report faults to our dedicated Faults Team on 0330 122 9488 (Option 3).

12. Compensation Policy

Overcharges will be refunded or credited to your account as applicable.

13. Price Lists

Detailed pricing is available from our Customer Service Team. Unlimited call bundles are subject to a 2000-minute fair usage policy (1500 minutes UK landline, 500 minutes UK mobile).

14. Billing

• Payment Method: Direct debit only.

• Paper Billing: Available for a monthly fee of £3.59 ex vat

• Payment Support: Contact us to discuss alternative payment arrangements if required.

15. Moving Premises

Notify us at least 30 days before your move. We will update your account and billing details and endeavour to retain your existing number, though this is not always possible for geographic numbers. A change of address fee of £240 (ex VAT) may apply. If fixed broadband is unavailable at your new location, a 4G/5G Fixed Wireless Access option will be offered. If declined, a disconnection fee of £180 (ex VAT) applies.

16. Number Porting

We facilitate the transfer of your existing business numbers to Inspire Business. Please provide as much notice as possible to ensure a smooth transition.

17. Complaints

We take complaints seriously and strive to resolve them promptly. Queries or disputes must be raised within 60 days of the relevant invoice. Our full Complaints Code is available on our website or upon request.

18. Nuisance Calls

We collaborate with authorities and industry partners to combat nuisance calls. Report incidents to our Customer Service Team for support and guidance.

19. Services for People with Special Needs

We offer:

• Priority access to Customer Service

• Free Directory Enquiries for those unable to use printed directories

• Bills in large print, on disc, or in Braille upon request

• Code of Practice in alternative formats

20. Data Protection

We fully comply with the Data Protection Act 1998 and all relevant data privacy regulations.

21. Useful Addresses

• Ofcom: Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3040 / 0300 123 3333 | Email: contact@ofcom.org.uk | www.ofcom.org.uk

• Phone-paid Services Authority: 40 Bank Street, London E14 5NR. Tel: 0300 30 300 20

• Telephone Preference Service: DMA House, 70 Margaret Street, London W1W 8SS. Tel: 0845 070 0707 | www.tpsonline.org.uk

22. Governing Law

This Code of Practice is governed by English law. Any disputes are subject to the exclusive jurisdiction of the English courts.

Inspire Business – Delivering Reliable Communications for Your Success