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Code of Practice

This code of practice is only applicable for essensys UK customers with 10 or less employees, having an existing contract directly with essesnsys Ltd.

Introduction to our company and services:

essensys ltd is a SaaS, communications and IT service provider delivering services primarily to flexible workspace customers throughout the UK. While we may not provide all the component parts of your services ourselves, we are committed to giving you the highest quality of service and therefore we do take responsibility for these services delivered to you.

We work to resolve all service issues promptly, including those that have a dependency on our suppliers. We liaise with our suppliers to ensure any problems with their services are resolved promptly.

 

Contacting us: How to get in touch

There are a number of ways to get in touch with us, and we will be happy to answer your questions and explain our services to you.

General Enquiries:

Aldgate Tower, Leman Street, London, E1 8FA | +44 (0)20 3102 5252 | essensys.tech | simplicity@essensys.tech

Customer Support:

You can let us know about fault support or change requests through essensys, available at connect.occupie.com

If you can’t access the platform, a support case or change can be requested by contacting our support team through email at support@essensys.tech

 

Data Protection

essensys complies with obligations outlined within the Data Protection Act 1998.

 

Number porting

essensys Ltd recognise that keeping your existing telephone numbers may be important to you. If you or your customers move your business to us and wish to keep the numbers that you have with your old provider, we will arrange it if you ask us. We will also work with you to move numbers away from us if you or your customers decide to leave us.

We will work with you to ensure that the services are switched over at a convenient and appropriate time. For more information, please submit a request through the platform.

 

Complaints

We make every effort to ensure our customers are happy with the level of service for the products 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. Please refer to the complaints procedure on our website for up to date information on how to raise a complaint and your ability to take the complaint to alternative dispute resolution if you’re not happy with how we handle it.

 

The Telephone Preference Service

If you don’t want to get sales and marketing calls you’ve not requested, you can add your details to a list run by the Telephone Preference Service (TPS). If your number is on the list, it’s illegal for a company to call you for marketing purposes. You can contact the Telephone Preference Service via www.tpsonline.org.uk or by telephoning 0845 070 0707.

 

Nuisance calls

essensys Ltd recognises 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 submit a support request through the essensys platform at https://connect.occupie.com

 

Billing

Charges;

All essensys charges are outlined in your contract, essensys provide itemised bills as part of our service to you and will send you bills on a monthly basis.

When to pay:

The due date on your monthly invoice shows when payment must be received.

Suspension of services for non-payment:

If a payment for an outstanding invoice is not received on time, essensys will send you a reminder, or contact you by phone.

In order to provide our services, essensys often have commercial obligations with third party suppliers. If we’ve not received your payment by the due date shown on the reminder, we may have to suspend services we provide to you.

Following receipt of payment, all suspended services will be re-instated.

If you’re having difficulty paying your bill, please contact our accounts team by emailing accounts@essensys.tech. We will do all we can to help our customers manage their bills and avoid suspension.

 

Useful Addresses

Ombudsman Services Communications:

PO Box 730, Warrington WA4 6WU | Tel: 0330 440 1614 | Textphone: 0330 440 1600 | Website: www.ombudsman-services.org

Ofcom:

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

Telephone Preference Service:

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