Introduction to our company and services
MF COMMUNICATIONS LIMITED is an independent company that delivers communications services to domestic and business customers. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.
Purpose of this Code of Practice
This code informs you about our products, services, customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats, large print.
How to contact us
Please contact our Customer Service Team:
By phone: 01892 514687 – (From 8am until 6pm Monday-Friday)
By fax: 01892 511764
By letter: MF Communications Limited, 30 Chapman Way, Tunbridge Wells, Kent, TN2 3EF
Line faults: 0844 824 8747 (out of normal hours 6pm to 8am) *Care Level 4 customers only. Charges apply for non Care Level 4 customers
Our commitment to you
We are committed to giving you the highest quality of customer service. When we purchase our services from wholesale providers, we choose those providers carefully to ensure that you get a high-quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.
Our products and services:
For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 01892 514687.
Terms and conditions
When you subscribe to a service from MF COMMUNICATIONS LIMITED, we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Customer Service Team on 01892 514687. We may carry out a credit check as part of our assessment procedures.
Where applicable, the minimum contract term for our services is 12 months. We aim to provide services within three working days of your original request, subject to the availability and installation of any equipment and, where appropriate, lines to your premises. If we need to carry out a survey of your premises or lay additional cabling, we will inform you of the revised timescales as soon as we can.
i) Line Rental
You may terminate your contract by giving written notice to MFC no less than 60 days before the end of your contract term. If no notice period is given then your contract will automatically renew for one year at the end of your original term. Should you terminate your contract early or move provider before the end of your contract term you agree to pay 25% of the remaining line rental and special services in full up to the end of the agreed term.
ii) Call Spend
You may terminate your contract by giving written notice to MF Communications Limited no less than 60 days before the end of your contract term. If no notice period is given then you will automatically agree to a one year rollover contract at the end of your original term. Should you terminate your contract early or move provider you will be charged 25% of the average monthly call spend for every additional month remaining on your term. This is calculated by taking the average call spend from all previous monthly bills with MFC.
Faults and repairs
Please call our Fault Service Team on 01892 514687 if you experience a fault with any of our services. We aim to have this investigated and repaired within 5 days.
Compensation and refund policy
Our policy is to assess each claim on a case by case basis. We aim to investigate any claims and respond within 7 working days. Any refunds that are due will be credited to the next month’s invoice.
Our pricing structure is available from our Customer Service Team on 01892 514687.
We will bill you monthly.
You can choose to pay us via a range of options including credit card, cheque and direct debit. These are agreed at the start of your contract. If you wish to change your method of payment at any time, please call our Customer Service Team.
We provide itemised bills at flat rate as part of our service to you.
If you have difficulty paying your bill, please contact us on 01892 514687 and we will try to arrange a different method of payment. We will do all we can to help our residential and small business customers to manage their bills and avoid disconnection. Please refer to MF COMMUNICATIONS LIMITED’s company Code of Practice for Billing and Disconnection.
If you are moving home or office
Please call our Customer Service Team on 01892 514687 no later than 60 days before your move date. We will amend your account and billing requirements as necessary. We will endeavour to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.
MF COMMUNICATIONS LIMITED recognise that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us. We will work with you to ensure that the services are switched over at a convenient and appropriate time. For more information, please call our Customer Service Team on 01892 514687.
You are entitled to a Directory Enquiry listing (including an entry in the Phone Book) for both your fixed and mobile telephone numbers. If you do want your details included, please contact our Customer Service Team on 01892 514687.
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code on our website at www.mfcomm.co.uk Alternatively, copies are available free of charge and on request from our Customer Service Team on 01892 514687.
We take the problem of nuisance calls and malicious communications very seriously. We tackle it by working closely with the police and others in the communications industry. If you have been a victim of this activity, please call the Customer Service Team on 01892 514687 to report the incident and for information on how to deal with it.
We encourage parents to register the mobile phones of their children, and take responsibility for all customer care enquiries.
Services for people with special needs
We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers who are older or who may have a disability, including:
Priority fault repair and assistance
Additional help and support if you have difficulty paying your bill
Copies of bills in large print, on computer disc for customers who have difficulty reading their bill
Copies of this Code are available in larger print and other formats on request
We comply fully with our obligations under the Data Protection Act 1998.
Please also read our MF Communications Terms and Conditions PDF.
If you are currently experiencing a line fault or having a problem with your phone system or handsets, please complete the form below or call 01892 501376, and a member of our team will contact you straight back (mainland UK only).