Code of Practice.

Burstfire Networks Limited (“Burstfire”) is an established ISP and MSP providing Internet and Managed Services to both Business and Residential customers. A wider description of our services can be found on our website at www.burstfire.net.

This Code of Practice contains information regarding the services we offer and their provision. It gives information on how to contact us regarding any of our services and our disputes procedure.

Burstfire aims to provide a high standard of Customer Service and to deal with any complaints in a fair and transparent manner. Below you will find the details of how to lodge a complaint in the event that you feel we have failed to meet the standards that you, as the customer, expect.

Registered office

Burstfire Networks Limited
16 Beaufort Court
Admirals Way
Docklands
London E14 9XL

Phone: +44 (0)20 7127 4922
Email: accounts@burstfire.net
Web: www.burstfire.net

Burstfire Networks Limited is registered in England, with the company number 03813407

Pricing information

Pricing for services is obtainable from your Account Manager.

Some of the services offered by Burstfire can be purchased through our online ordering service. Others require the completion of forms, which our Sales Team will take you through and ensure speedy dispatch of the relevant paperwork. Any data collected during the ordering process will only be used by Burstfire for the provision of the service required, billing and contact purposes.

To contact the Sales Team with enquiries regarding any of our offered services, please email sales@burstfire.net.

Invoicing details

Invoices are issued in advance for any services ordered from Burstfire and payment can be made by Direct Debit, BACS or Standing Order.

In the case of a query, we ask that you contact our Accounts Team or your allocated Account Manager at accounts@burstfire.net on receiving the applicable invoice. Any queries will be dealt with as soon as possible by your Account Manager. If further investigation is required, we will keep in contact with you and advise you as soon as the problem is resolved, at which time we will either credit the invoice or allocate a refund to your account.

In the case of refusal to pay any invoices due or late payment of invoices, Burstfire reserves the right to terminate services immediately. In the event of late payment, Burstfire will attempt to contact you either by email or telephone prior to disconnection.

Burstfire reserves the right to refuse reconnection to any services should you have been disconnected through non-payment of outstanding invoices.

Customer service contact details

Burstfire provides a technical support helpdesk 24x7 which can be contacted at support@burstfire.net or by phone at +44 (0)20 7127 4921. All correspondence will be replied to as soon as possible but at the latest within 24 hours of receipt.

Any problems that are due to conditions outside our control (circuits not owned or managed by Burstfire) may take longer to rectify, however, we will do everything we can to keep you updated and liaise with the necessary companies to ensure that faults are fixed within the shortest possible time.

Our Sales and Accounts personnel can be contacted Monday to Friday, 09:00 to 17:30 by email sales@burstfire.net or accounts@burstfire.net or by phone +44 (0)20 7127 4922.

Complaints procedure

Should you have cause to complain about any services supplied by Burstfire, please contact your dedicated Account Manager at accounts@burstfire.net or in writing to Burstfire Networks Limited, 30 Churchill Place, London E14 5RE, United Kingdom in the first instance. If this does not resolve your dispute then please address your complaint to:

The Directors
Burstfire Networks Limited
16 Beaufort Court
Admirals Way
Docklands
London  E14 9XL
United Kingdom

Burstfire will address all complaints within 5 working days and will provide an explanation or an update with regard to the problem as appropriate. We will keep you informed at all times of our progress with regard to the matter.

Dispute resolution

If we are unable to resolve your complaint satisfactorily, we will issue a “deadlock” letter so that you may make a complaint through CISAS, an independent Alternative Dispute Resolution Scheme (ADR). We can provide you with details of this service. Alternatively, if more than three months have passed since you first made your complaint, please contact the ADR scheme directly:

CISAS (Communications and Internet Services Adjudication Scheme) is managed by The Chartered Institute of Arbitrators.

CISAS
24 Angel Gate
City Road
London EC1V 2PT

Phone: 0845 1308 170
Email: info@cisas.org.uk
Web: www.cisas.org.uk