Code of Practice

The purpose of this Code of Practice is to provide information in plain language about your relationship with us. This document will explain how to contact us with regard to complaints, cancellations and how dispute resolution is to be handled.

About Cambridge Fibre

Our vision is that “the future is light”, our  customers benefit from lightspeed broadband services at 1Gbps and 10Gbps using full-fibre.

Cambridge Fibre is a residential and business Internet Service Provider, created by a team who are dedicated to full fibre hyperspeed broadband and leased-line services.

We are committed to building creative, innovative and reliable services while ensuring stability and continuity for existing customers. We endeavor to offer the best in performance, reliability and support to all our customers.

Cambridge Fibre Networks Ltd is privately owned an independently financed. Having no venture capitalist funding ensures that the company has no aggressive sales strategy at the expense of customer service and long term growth.

Contacting Us

Our contact inormation is up to date at : https://www.cambridgefibre.uk

Our email addresses are:

Professional membership

Cambridge Fibre is a member of ISPA (http://www.ispa.org.uk/) whose contact details are as follows:

UK Internet Services Providers’ Association23 Palace Street
London
SW1E 5HW
Telephone: (44) 0203 397 3308
E-mail: admin@ispa.org.uk

Cambridge Fibre is regulated by OFCOM (http://www.ofcom.org.uk/) whose contact details are as follows:

Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Tel: 0845 456 3000 or 020 7981 3040
E-mail: contact@ofcom.org.uk

Range of services

You will find full descriptions of all the products and services available from Cambridge Fibre at www.cambridgefibre.uk

Customer Service

1. Ordering Products and Services

Most Cambridge Fibre services may be ordered by contacting through our sales team at sales@cambridgefibre.uk. Specified services are also made available online or with our sales team on the telephone number 01223 800082.

2. Charges

All charges are stated on the product pages at www.cambridgefibre.uk. If required customers can also contact our sales teams to get information about the charges or contact accounts@cambridgefibre.uk for payment questions.
The following payment methods are accepted: all major credit cards, debit card (except Visa Electron), BACS transfer, Paypal and Direct Debit payments via GoCardless. Unfortunately cash payments and cheques are not accepted.
Full itemisation is available on invoices.

Your account and services may be suspended or closed if any sum due for a product or service is unpaid or is in arrears.

3. Faults

We endeavor to provide all customers with the best possible service, however we cannot guarantee that products and services will never be faulty. We correct all reported faults as soon as we reasonably can. If there is a fault with your service, you should report it as soon as possible by telephoning 01223 622909 or e-mailing us at support@cambridgefibre.uk. Where applicable, information about the target time to fix faults is covered in the Service Level Agreement for the product in question.

4. Complaints

Cambridge Fibre’s complaint handling process can be found here: https://www.cambridgefibre.uk/complaints/.

In the event that a dispute cannot be resolved through the normal complaints procedure, complaints will be referred to our alternative dispute resolution process. We are registered with ISPA and abide by their alternative dispute resolution process as detailed at https://www.ispa.org.uk/consumers/complaints/ .

5. Terminating contracts

We reserve the right to disconnect or suspend services in accordance with our Terms and Conditions. Customers have the ability to cancel services and may notify us of service cancellation in writing (letter). Minimum term details and notification periods can be found in our Terms and Conditions.

Your rights/obligations

General and Specific Terms and Conditions can be found here: https://www.cambridgefibre.uk/policies/

You can find details on how we handle Data Protection in our Privacy Policy here: https://www.cambridgefibre.uk/privacy/

Communication with customers

Details on how we communicate with customers can be found in our standard terms and conditions or Master Services Agreement. Cambridge Fibre adheres to marketing and sales guidance recommended by OFCOM and ISPA. We will make all legal documents available (including this Code of Practice) via the Web, in hard-copy paper format on request, and we will cater for special needs requirements on request. We will endeavor to use plain English wherever possible.

Corporate Social Responsibility

Provision for the protection or support of, and protection or support for, vulnerable groups – e.g. minors, disabled and elderly consumers – and our policy regarding malicious calls, is covered in our Acceptable Use Policy.

Approval and Review of Code(s)

The code will be reviewed on a regular basis in accordance with OFCOM requirements.