Code of Practice

This code applies only to domestic customers only and small business customers (with less than 10 employees).

Our Services

ANS provides a comprehensive range of services including dedicated hosting, DNS management and domain names together with a range of other services. For most up to date information visit our website www.ans.co.uk or call our Account Managers on 0800 954 8226. More contact details can be found here.

Access

Services will be provided upon receipt of a signed order form (or an online digitally signed order with payment) and following a credit check.

Pricing Information

To obtain details of current prices from ANS please contact our Account Managers on 0800 954 8226. All prices quoted online and by phone exclude VAT unless otherwise stated, at the prevailing rate (20% at time of preparation).

ANS make all reasonable endeavours to ensure that all pricing information is accurate and up-to-date at the time it is published.

ANS submits invoices for services at monthly, quarterly and yearly intervals, and payment is normally taken by either credit card or direct debit. For all invoice queries please contact our Accounts Department on 0161 215 3722. If you are late in paying or refuse to pay the invoice submitted, ANS reserves the right to terminate your services as provided for in our contract conditions.

Contract Conditions

Please see our online Terms of Business. These can be found on our Website at Terms and Conditions

Standard Conditions: all orders are processed online by way of a digitally signed order form. Orders are usually for a fixed minimum term, which is clearly stated on all order forms.

The Customer may terminate this Agreement by giving 30 days written notice, which may expire at any time on or after the fixed minimum term expires. Email notification will not be accepted as notice of termination of Agreement.

Customer Service Compensation or Refund Policy

If a refund is due, we will refund money directly back to the original credit or debit card, or bank account. Simply call Accounts on 0161 215 3722 if you have a dispute with an invoice.

Complaint Handling Process

If you should have cause to complain about our service, please contact our Customer Service Complaints department on 0844 576 3956 or alternatively at servicefeedback@ans.co.uk.

We are committed to Customer Service and should you submit a complaint this will be addressed within 7 days, during which we will keep you informed on progress.

If a customer is unsatisfied with an initial complaint they can request to speak to a manager. The phone line for this is manned 24 hours a day by a member of senior management and the number is available on request, either through the person who initially responded to the complaint, or by filling out the general contact form on the website.

Approval

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom’s Web site at www.ofcom.org.uk