IBPTS Business Customer Service Policy

Enquires
Most telephone enquires are answered promptly. If we are unable to answer calls, voice mail messages are returned within 1 to 2 hours upon calling.
(Telephone Hours of Business (01394 672344) Mondays to Fridays 14-00 to 18-00)
All email enquires are answered within 48 hours.
Spam and Scam emails will be instantly deleted, those received detected as “online fraud” will be investigated by the Police. 
 
Provision of Services

IBPTS services can be agreed by telephone, email or letter.
All our services are tailored to our individual customers’ requirements.
All requests for services are discussed with customers with written conformation.
For new customers an agreed deposit (usually 25% of the full charge) is required.
All IBPTS services are provide as an “All Inclusive Package” with no hidden costs or additional charges, subject to a contract agreement between IBPTS and the customer.
IBPTS has no fixed costs, all cost are tailored to the individual customers requirements.
If there any changes to the provision of service, we must be informed immediately. 
 
Payments
IBPTS
offer a 5% discount to customers for services paid for in advance.
IBPTS accept payments, by cash, cheque, Bankers Draft and Bank Transfer.
IBPTS issue Invoices on 22nd of each calendar month with a 30 day payment period. Invoices not paid within this period are subject to a 5% late payment fee.
Invoices unpaid after a period beyond the 30 day payment period will be passed on to our debt recovery agent.
For regular customers we offer a customer account facility, in which a regular agreed monthly payments can be made. 
 
Cancellation Fees
Should a new customer need to cancel a service, they should inform us by telephone, and then follow this up in writing. Our Cancellation Charges are: 
 
More Than 14 days: Deposit Only
Less Than 14 days but more than 48 hours: 50% of the agreed service cost.
Less Than 48 hours: 100% of the agreed service cost. 
 
Amendments to Service Provision
If the change is minimal we do not charge for alteration. However if the amendments change the structure of the service provision, then extra charges may occur, chargeable at an applicable rate. IBPTS shall deem the alteration to be minimal or not. 
 
Price Guarantee
The accepted cost is guaranteed providing the payment schedule for the provision of services is adhered to and the original structure of the provision of service is not altered. 
 
IBPTS Responsibility to Customers
IBPTS
will supply all the inclusions of the provision of service as specified in the contract confirmation agreement. We accept responsibility for acts and/or omissions of our employees. We make every effort to adhere to agreed contract, but cannot guarantee this. 
 
IBPTS does not Accept Responsibility for
Delays caused by inclement weather, or unforeseen traffic conditions. Any delays caused by strike action. Acts of God or conflict or war or force majeure. 
 
Complaints
Should a customer have reason to complain in relation to IBPTS service provision details of the complaint should be made in writing: 
 
IBPTS 43 Cage Lane, Felixstowe, Suffolk, IP11 9BJ 
 
We can usually reach an amicable resolution to the few complaints we receive. In the unlikely event of a dispute arising between us concerning the terms of service provision, then such dispute will be determined by arbitration. Either the customer or IBPTS may apply to the Institute of Arbitrators for the case to be heard before an official arbitrator. Any contract between us shall be deemed to have been made under English Law, and complaints arising will also be dealt with by English Law. 
 
Statutory rights
Nothing in these terms and conditions affects your statutory rights under English law.
These terms and conditions were compiled in April 2012 and were accurate at time of publication