Code of Conduct
Who we are
PayTel Solutions specialises in the design, development and deployment of unique technology including; fully bespoke cloud based telephony solutions, innovative Short Messaging Service (SMS) and fully compliant Level 1 PCI DSS card payment facilities. PayTel Solutions is a trading style of BCH Digital Ltd.
We are committed to ensuring every solution positively impacts operation overall contact experience.
Purpose of our Code of Practice
This Code of Practice (CoP) aims to give you, the client, a clear statement of how we conduct our business and to describe the relationship between you and us in all matters concerning your purchase of services from us. This CoP provides a statement of the services available from PayTel Solutions to business customers and those interested in finding out more about PayTel Solutions. It explains how we provide these services and the key support services and company policies that underpin them. It describes your relationship with us and how you can and should contact us when you need help or want to change the services you have and how we will respond. It also describes what you should do in the unlikely event of something going wrong.
PayTel Solutions services
PayTel Solutions uses its resources of talent and expertise to continuously strive to find new ways to meet customers evolving communication needs. We offer customers a variety of superior solutions using a range of new, emerging and established technologies. All of these services are described in greater detail on our website at www.paytelsolutions.com. The information on our website is available in English only.
How to contact us
There are a number of ways that you can contact us and we will be happy to answer your questions and explain our services to you. Our contact details are also set out under Contact Us on our website.
Customer services and general enquiries
Tel: 0333 202 1555
If you would prefer to write to us instead, please address your letter to:
PayTel Solutions, 111 Piccadilly, Manchester, M1 2HY
PayTel Solutions provides a wide range of services, including: automated IVR and live payment solutions, that prevent patent card data from entering internal networks.
PayTel Solutions literature
If you would like to request any of our literature, including this code, in large print or audio format, please contact your Account Manager with your full name, address and telephone number so that we can send it to you or contact you in the unlikely event of a problem.
Clients who have problems reading the terms and conditions of their contract should ask for their PayTel Solutions Account Manager to explain them or for an audio copy.
Confidentiality of customer information
We will treat any information we have about you in confidence and will not disclose it to anyone except you, or in accordance with any instructions you have given us. However, there are circumstances in which we may be required by law to disclose information. Such requests normally come from Statutory Authorities, for example, Police Forces, Customs and Excise etc. Any such disclosure will be strictly controlled and will be made fully in accordance with current UK legislation, in particular the Data Protection Act.
Communication with customers
We believe in effective communications with our customers. Customers can contact us by phone on the numbers specified above (How to contact us), or at any time by e-mail.
We will also promote our services, including special offers, through a variety of media. In doing this we will abide by the industry-accepted standards, in particular by:
– following the UK Direct Marketing Association guidelines on when to ring customers (only between 8.00am and 9.00pm, unless specifically requested to call outside these hours)
– stopping specified promotional contact with individual customers if requested to do so by the customer and according to their wishes, in accordance with the Data Protection Act, Telephone Preference Service (TPS), Mailing Preference Scheme (MPS), and the Facsimile Preference Scheme (FPS)
– following the rules of relevant regulatory bodies such as the Independent Television Commission (ITC), Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS), Advertising Standards Authority (ASA), and Broadcasting Standards Commission (BSC)
– abiding by the Distance and Doorstep Selling, and other relevant UK and EU regulations. The existence of this code will be brought to customer’s attention in appropriate ways.
PayTel Solutions takes its role within society and its responsibilities to its employees seriously. PayTel Solutions is committed to developing and maintaining good environmental standards. PayTel Solutions monitors areas such as waste management, energy and water usage, and transport.
Review of this Code
PayTel Solutions will review this Code of Practice annually, or more frequently should events require such a review.