Code of Practice
Introduction
At Bentley Telecom, our customers come first, and our aim is to give you the best customer service possible. This Code of Practice sets out how we intend to look after you. It explains:
- Who we are
- How to contact us
- What we offer
- Our obligations
- Billing and payment
- Leaving process
- Complaint procedure
- Special needs
- Confidentiality of customer information
- Communications with customers
Nothing in this Code affects your statutory or common law rights, nor is anything contained in this Code intended to form part of a contract (or collateral contract) between Bentley Telecom and any of its subscribers.
You can download copies of this Code from our website, or by contacting our Support Team. The full terms and conditions associated with your service will be presented at the point of sale and are also accessible from our website, www.bentleytelecom.com.
1. Who we are
Bentley Telecom is a multi-technology Internet Service Provider with a strong global presence. For the past 24 years, we’ve delivered reliable broadband connectivity to both B2B and B2C customers. We focus on underserved regions and are known for responsive customer service and the proactive adoption of new technologies.
- 24 years delivering broadband connectivity
- B2B and B2C services
- Focus on underserved regions
- Customer-first support
- Cutting-edge solutions
To see what services are available where you live, visit www.bentleytelecom.com.
2. How to contact us
It’s easy to get in touch when you need to. Whether you have a question, a comment, or feedback, here’s how to contact us:
By phone or email
- Sales Team: +44 (0)23 9231 1103 or sales@bentleytelecom.com
- Accounts Team: +44 (0)23 9231 1111 or accounts@bentleytelecom.com
- Technical Support Team: +44 (0)23 9231 1118 or support@bentleytelecom.com
Our Accounts and Sales Teams are available Monday to Friday, 8:00am to 5:00pm.
Via our website
Alternatively, you can contact us via the contact form on our website: www.bentleytelecom.com
By post
You can write to us at:
Bentley Telecom Limited, 116 Elm Grove, Hayling Island, Hampshire, PO11 9EW, UK
3. What we offer
At Bentley Telecom, we bring you super-fast broadband. Our website has the latest information about the services we offer: www.bentleytelecom.com
4. Our obligations
Our Sales Team will be pleased to explain our services and our terms and conditions before you sign up. Bentley Telecom carries out preventive and corrective maintenance across its networks and services. Our aim is to minimise inconvenience and resolve faults as quickly as possible.
We also provide a customer portal to enhance your experience and help you monitor your service. We recommend that all customers use the portal before reporting any perceived issues. Free access to your portal allows you to check your connection and view other information about your service.
Freedomsat carries out preventative and corrective maintenance over its networks and services. Our aim is to minimise inconvenience and correct faults.
We have a customer portal to enhance your customer experience and to help you monitor your service; we recommend all customers use this portal before reporting any perceived issues. Free access to your portal allows you to check data usage, signal, and other information about your service and the ability to purchase extra data as required.
5. Billing and payment
We invoice our customers monthly in advance. Please contact our Sales Team for the latest offers (see Section 2 for contact details and opening hours).
You can pay your bill by recurring card payment, which is a simple and secure way to pay online. If you are a new customer, this will be set up during the sales process, when you will provide the details of your preferred payment card to be charged for the subscription you have selected.
We list our prices on our website. We may change these from time to time, either permanently or for limited periods (for example, offers and promotions). Where applicable, we will provide public notice in advance of such changes.
Customers are required to pay their bills by the due date shown on their invoice. Where this does not happen, Bentley Telecom may chase payment by calling the customer and/or sending reminders. If there is no response and/or full payment of the arrears is not made, the customer’s services may be suspended. The customer will be reminded that continued non-payment may lead to full disconnection of the service.
We may then commence debt recovery procedures. This may include disclosure of relevant customer information to appropriate credit reference agencies, which could result in an adverse credit history. Any debt recovery procedures will be carried out professionally and in accordance with relevant UK legislation and industry best practice.
In the unlikely event that Bentley Telecom disconnects a customer incorrectly, the customer will be reconnected free of charge.
6. Leaving process
You may cancel any of your products or services at any time. However, if a product or service has a minimum term, you may have to pay charges for ending it early.
To cancel a product or service, a cancellation form must be completed. Once submitted, a member of our cancellations team will contact you regarding the next steps.
7. Complaint procedure
If you are unhappy with our service, please let us know as soon as you can. We’ll do our best to put things right so you can carry on enjoying your service. We’ll also use your feedback to improve our service where we can.
We are committed to addressing all complaints fully and fairly, and within a reasonable timeframe. If you have a complaint, you can find out how to take it forward by reading our Complaints Code of Practice.
8. Special needs
Bentley Telecom believes that everyone is entitled to access our services. If you have any special requirements to access our services, please contact our Sales Team so we can discuss possible solutions.
9. Confidentiality of customer information
Bentley Telecom takes great pride in protecting your information. We will not disclose your information to third parties unless we are required to do so by law.
Such requests typically come from statutory authorities (for example, the police). Any disclosure will be strictly controlled and made in accordance with current UK data protection legislation, including the UK GDPR and the Data Protection Act 2018.
10. Communications with customers
Communicating with our customers is important to us. You can contact us by phone during our opening hours, or at any time by email.
From time to time, we may make you aware of services and special offers that we believe may be relevant, using various communication methods. If you do not wish to receive marketing communications, please let us know and we will update your preferences.
Document dated 01/12/2025 – reviewed annually