Code of Conduct

Effective Date: 14^th June 2024

Introduction

Blake Telecom Ltd. (“Blake Telecom,” “we,” “us,” or “our”) is committed to maintaining the highest standards of ethical conduct and integrity in our operations and services. This Code of Conduct outlines the principles and standards that govern our business practices and interactions with customers, employees, suppliers, and other stakeholders.

1. Compliance with Laws and Regulations

1.1 Legal Compliance

All employees, contractors, and representatives of Blake Telecom must comply with all applicable laws, regulations, and company policies. This includes, but is not limited to, telecommunications regulations, data protection laws, consumer protection laws, and employment laws.

1.2 Regulatory Adherence

Blake Telecom will adhere to all guidelines and standards set by regulatory bodies relevant to our industry, including Ofcom and the Information Commissioner’s Office (ICO), and to the General Condition of Entitlement (GC) 14.2 and GC 14.4 (Codes of Practice and Dispute Resolution) as set out in sections 52 to 55 of the Communications Act 2003. You may also like to find further information on the Ofcom website. 

2. Ethical Business Practices

2.1 Integrity and Honesty

We conduct our business with integrity and honesty. All communications and representations to customers, suppliers, and other stakeholders must be truthful, accurate, and not misleading.

2.2 Fair Dealing

We are committed to fair competition and will not engage in practices that are deceptive, unfair, or anti-competitive.

2.3 Conflict of Interest

Employees must avoid situations where personal interests conflict, or appear to conflict, with the interests of Blake Telecom. Any potential conflict of interest should be reported to management immediately.

3. Customer Commitment

3.1 Customer Privacy

We respect and protect the privacy of our customers. Personal data will be collected, processed, and stored in accordance with our Privacy Policy and applicable data protection laws, including the General Data Protection Regulation (GDPR).

3.2 Quality of Service

Blake Telecom is dedicated to providing high-quality, reliable services. We will continually strive to improve our services and respond promptly to customer inquiries and complaints.

3.3 Transparent Communication

We will provide clear, accurate, and timely information about our services, pricing, terms and conditions, and any changes that may affect customers.

4. Employee Conduct

4.1 Professional Behaviour

Employees are expected to conduct themselves in a professional manner at all times. This includes treating colleagues, customers, and suppliers with respect and courtesy.

4.2 Non-Discrimination

Blake Telecom is committed to providing a work environment free from discrimination and harassment. We will not tolerate any form of discrimination based on race, gender, age, religion, sexual orientation, disability, or any other protected characteristic.

4.3 Health and Safety

We are committed to providing a safe and healthy work environment. Employees must follow all health and safety regulations and report any unsafe conditions or practices immediately.

5. Protection of Company Assets

5.1 Use of Company Resources

Company resources, including time, materials, equipment, and information, should be used responsibly and for legitimate business purposes only.

5.2 Confidentiality

Employees must protect the confidentiality of Blake Telecom’s proprietary information and not disclose it to any unauthorized parties. This obligation continues even after employment ends.

6. Environmental Responsibility

6.1 Sustainable Practices

Blake Telecom is committed to reducing our environmental impact through sustainable business practices. This includes minimizing waste, conserving energy, and promoting recycling.

6.2 Regulatory Compliance

We will comply with all applicable environmental laws and regulations and strive to exceed these requirements whenever possible.

7. Reporting and Accountability

7.1 Reporting Violations

The Blake Telecom’s Complaint Handling Process ensures that any complaints are rigorously examined and their validity established. Corrective actions can then be assigned as necessary to prevent similar instances from occurring and to provide a better service to the client.

The complaints procedure applies to any activities that are suggested by a customer to be of an unsatisfactory standard. Any complaint received from a customer concerning the actions taken by Blake Telecom shall be entered into our database and, if it cannot be resolved at departmental level, will be escalated referred to a member of our Customer Services Team.

The Customer Services Team member will discuss the complaint with the customer and liaise with the head of the department concerned and fully investigate the claims made. Activity on the account may be suspended pending investigation and response to the complaint. The Customer Service team member and the head of the department concerned will investigate and implement corrective action as required.

The management of complaints is monitored to ensure that all cases are handled within a suitable time period and that a satisfactory resolution with the client is reached. All actions taken in investigation and resolving customer complaints are recorded on the customer database. All correspondence is stored on file.

In the event that a customer is dissatisfied with the outcome, the complaint will be escalated to a senior Director who will seek further to resolve any remaining issues. In the event that we are unable to resolve a complaint to our mutual satisfaction we actively refer the complaint to Ombudsman Services.

Analysis of the complaints can identify if subsequent complaints relate to areas that should have been addressed by previous corrective actions. Instances where complaints still arise after corrective action has been implemented are reported to the Board of Directors.

Alternative Dispute Resolution (ADR) Procedure

If the complainant remains dissatisfied with our response we will encourage the complainant to contact the telecommunications dispute resolution organisation, Ombudsman Services, for an independent assessment and assistance with obtaining a satisfactory resolution of the matter.

Contact details for Ombudsman Services are as follows.

Ombudsman Services:

Communications, The Brew House, Wilderspool Park, Greenall’s Avenue, Warrington, WA4 6HL

www.ombudsman-services.org

Compensations or Refunds

Where it is apparent that we have overcharged a customer in error we will issue an immediate refund upon customer request. The full extent of our liability for direct or indirect costs, loss of profit or goodwill is clearly set out in the contract documentation which is signed by every customer at point of sale. Customers should refer to their Order Form terms and conditions for further details.

In the event of a billing error, we will immediately investigate upon notification by our customer and if appropriate, will rectify the error on the next invoice. Full itemisation of call charges is available at an additional cost.

Customer Rights

We aim to ensure that the terms and conditions under which we trade are clearly communicated to our customers at point of sale. We always provide customers with a copy of all contractual documentation that they have signed at the time of sale.

We maintain a database of customer information. We comply with all aspects of the Data Protection Act 1998.  Customers may request a copy of the information that we hold about their business.

Blake Telecom often acts as an introducer to financial intermediaries in order to assist with their telephone equipment purchases. We are committed to ensuring that the companies with whom we work fully comply with the provisions of the Consumer Credit Act 1974 as well as maintaining our own Consumer Credit Licence.

7.2 Accountability

All employees are accountable for adhering to this Code of Conduct. Violations must be reported immediately in writing to the address below.

8. Monitoring and Review

8.1 Ongoing Monitoring

Blake Telecom will regularly monitor compliance with this Code of Conduct and make updates as necessary to address new challenges and regulatory changes.

8.2 Annual Review

This Code of Conduct will be reviewed annually to ensure it remains relevant and effective in promoting ethical behaviour and compliance with laws and regulations.

For any questions or further information regarding this Code of Conduct, please contact our compliance department here.

By adhering to this Code of Conduct, we ensure that Blake Telecom operates with integrity, responsibility, and respect for all stakeholders.

For any further information or you would like to discuss anything within this Code of Conduct, please contact our Team on 01325 647500