WOWCOM – CODE OF PRACTICE

Introduction

This Code is intended to publicly state how we conduct our business in compliance with industry standards and regulatory obligations. At WOWCOM, we highly value our customer relationships and consistently strive to ensure that our clients are fully satisfied with the services they receive from us.

About This Code

This Code of Practice has been developed in accordance with the General Condition of Entitlement (GC) 14.2 and GC 14.4 (Codes of Practice and Dispute Resolution), as outlined in Sections 52 to 55 of the Communications Act 2003.

The procedures described in this document are continuously reviewed to ensure they reflect best practices for WOWCOM’s growing business customer base. WOWCOM is a business-to-business (B2B) organisation and does not typically serve residential customers. As such, this Code is tailored specifically for business users.

Contact Details

Company Name: WOWCOM Limited
Address: Hello House, 135 Somerford Road, Christchurch, Dorset, BH23 3PY
Telephone: 0333 032 3232
Email: hello@wowcom.co.uk
Website: www.wowcom.co.uk

Equipment Warranty

All telephone equipment provided by WOWCOM comes with a 12-month warranty. Faulty equipment will be replaced free of charge within 12 months of installation.

For equipment supplied by third-party manufacturers, the warranty period will match the manufacturer’s terms.

Customers may opt into a maintenance contract that extends warranty coverage and includes full replacement and engineering costs during the agreement term.

Maintenance and Repairs

Technical issues are logged upon receipt of a support request and addressed based on urgency. We continually monitor service levels and response times to ensure professional, prompt assistance.

During office hours, our goal is to provide a first response in line with agreed SLAs.

Access to Services

WOWCOM primarily engages new business through proactive telemarketing and appointment setting. We also benefit from a successful referral program, where existing customers recommend other businesses that could benefit from our services.

More information about our services can be found on our website.

Compensation or Refunds

If we have overcharged a customer due to an error, a refund will be issued immediately upon request.

Liabilities for direct or indirect costs, loss of profit, or goodwill are clearly outlined in the customer’s signed Order Form. Please refer to your Order Form terms and conditions for further information.

In the case of billing errors, we will investigate upon notification and rectify any mistakes in the next invoice if appropriate. Full itemised call charge breakdowns are available at an additional cost.

Annual maintenance contracts are billed in advance of each renewal date. Payment must be made before the renewal date to avoid service disruption. Maintenance fees will be reflected on your invoice.

Other invoices are issued as services are provided. Unless otherwise agreed, they are payable upon completion of the related work. We aim to provide transparent invoices detailing the nature and due dates of all charges.

Our Services

WOWCOM provides the following services:

  • Supply of communications equipment (Telephone Systems, VoIP and Mobile Handsets)

  • Installation and maintenance of systems

  • 24/7 on-site and remote technical support

  • Access to communications networks for call routing

  • Supply of non-geographic numbers, line rentals, and broadband

  • Provision of software and hardware solutions including:

    • Voice recording

    • On-hold marketing

    • Call management systems

    • Voicemail

    • Network infrastructure

Pricing

Pricing for equipment and services depends on various factors, including:

  • Number of extensions

  • Lease period

  • Quantity and type of additional equipment

Cancellation of Services

Customers may cancel their services with WOWCOM at any time in writing. If under contract, Early Termination Charges will apply, as outlined in the specific agreement.

Customer Rights

WOWCOM is authorised and regulated by the Financial Conduct Authority
Registration Number: 971772

We ensure all terms and conditions are clearly communicated at the point of sale. Customers receive a copy of all contractual documents upon signing.

Customer data is stored securely in compliance with the Data Protection Act. Customers may request a copy of the data we hold about their business at any time.

WOWCOM may act as an introducer to financial intermediaries to assist with equipment financing. We ensure all partner companies comply with the Consumer Credit Act 1974.

Communication with Customers

We actively encourage feedback on our service quality and welcome suggestions for improvements or additional services.

Feedback can be provided via telephone, letter, or email. Contact details are available on our website at www.wowcom.co.uk.

WOWCOM fully complies with the Telephone Preference Service (TPS) scheme, which allows businesses to opt out of unsolicited calls.

All inbound and outbound calls are recorded for training and quality assurance purposes.

Alternative Dispute Resolution

If you remain dissatisfied after following our internal complaints process, we encourage you to contact Ombudsman Services for an independent review and support in resolving the issue.

We work closely with Ofcom to monitor the nature and frequency of complaints under this Code of Practice.

Sexual Harassment in the Workplace

WOWCOM is committed to protecting all staff from any form of sexual harassment, whether from colleagues, customers, partners, or third parties.

Any conduct considered offensive, humiliating, intimidating, or degrading will be addressed immediately and appropriately. We recognise the serious and lasting impact harassment can have and operate a zero-tolerance policy.

Distribution of This Code

This Code of Practice is shared internally with WOWCOM employees through staff briefings and new starter training materials.

Externally, it is available to the public free of charge via our website.