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Code of Practice Regarding Complaint Handling and Dispute Resolution

Panda IT Solutions ltd is a provider of communication services, supplying hosting, Internet and telecommunication solutions for residential and business customers across the UK. All clients of Panda IT Solutions ltd are subject to the following terms of service:

The purpose of this code of practice

This guide has been developed to help you to understand the relationship you have as a customer of Panda IT Solutions ltd. It will enable you to:

  • Access Summary details of our services
  • Understand what you can expect from Panda IT Solutions ltd after you have made a purchase or registered for a service
  • Contact details for aternative complaint bodies

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

How to contact Panda IT Solutions ltd

Customer services and sales

  • Phone 03333 660 200
  • Website www.pandaitsolutions.co.uk
  • Email alertspandaitsolutions.co.uk

Our Customer Services department is open Monday to Friday from 9am to 5:00pm. We are closed on weekends and bank holidays.

Accounts Departments

  • Phone 03333 600 200
  • Website www.pandaitsolutions.co.uk
  • Email alerts@pandaitsolutions.co.uk

Our Accounts department is open Monday to Friday from 9am to 5:00pm. We are closed on weekends and bank holidays.

Account Cancellations

To cancel your account please either call or email quoting your account username. We will require all cancellation requests to be submitted as a written request in the form of an email or if you cannot access the Internet send the same details in a letter to our main office address shown.

  • Phone 03333 600 200
  • Email alerts@pandaitsolutions.co.uk

29 Mill Hill, Pontefract, West Yorkshire, WG8 4HY

Contract Length

Most of Panda IT Solutions ltd’s services do not have a minimum contract period but for those that do, we would be happy to discuss your requirements. A summary of our service contract periods are:

  • Shared Hosting: Rolling Month
  • Dedicated Servers: Rolling Month
  • ADSL Internet: 1 Month
  • FTTC Internet: 12 Months
  • PSTN Line Rental: 1 Month
  • ISDN 2 Line Rental: 12 Months
  • ISDN 30 Line Rental: 12 Months

Some services take a little time to cancel, as they require us to work with special industry processes (such as ADSL). When you cancel your service, we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn. During this period, you remain liable for the costs of any services we provide.

Disconnections and cancellation of services

We reserve the right to suspend or cancel your service within the contracted timescales – for example, if you do not pay your bill.


If you would like to register a complaint, here are a number of different ways you can contact us:

  • By Email: You can e-mail us your complaint via alerts@pandaitsolutions.co.uk
  • By Phone: You can contact the Customer Care team Directly on 03333 660 200 from 9am to 5 pm. We are closed on weekends and bank holidays.
  • By letter: If you prefer to put your complaint in writing, you can send it to the following address: Panda IT Solutions, 29 Mill Hill, Pontefract, West Yorkshire, WH8 4HY

What Happens once we recive your complaint?

We will acknowledge all complaints recieved by letter, fax or e-mail within 24 hours of recieving your complaint.

Dispute resoloution

If we are unable to resolve your complaint satisfactorily, we will issue a deadlock letter so that you may make a complaint through Otelo, an independent alternative dispute resolution scheme. We can provide you with details of this service. Alternatively if more than three months has passed since you first made your complaint, please contact the ADR scheme directly.

Otelo, PO Box 730, Warrington, WA4 6WU

Phone 0845 050 1614 or 01925 430 049

Email enquiries@otelo.org.uk

Website www.otelo.org.uk

Order Processing

All services can be ordered by simply calling our customer services team on 03333 660 200. The time it takes to setup can vary depending on the service purchased. We will aim to confirm all new orders by email within 4 hours during normal office hours (Monday – Friday 9am to 5:00pm, excluding bank holidays).


Up-to-date prices for our products and services are always available on our website www.pandaitsolutions.co.uk or by calling our customer services team on 03333 660 200.


We currently accept the following payment methods:

  • Credit / Debit Card (Preferred)
  • BACS
  • Cheque

Fault Repair

Faults can be reported around the clock via email at alerts@pandaitsolutions.co.uk. To report a fault to one of our representatives please call 03333 660 200 during office hours. However unless otherwise stated in your service agreement, engineers only attend to faults in normal working hours (Monday – Friday 9am to 5:00pm, excluding bank holidays). Faults can occur on our Network, or another operator’s network, as well as your own equipment.

If the fault is reported during normal working hours, we will try to establish the location of the fault. We may request that you carry out some simple checks to help us establish the cause of the fault. Repairing faults on our network is part of the maintenance cover we provide with our service. If the fault is not on our network then we may not be responsible for its repair.

We reserve the right to charge for any abortive work or visit arising from faults over which we have no control. Should an engineer need to visit your premises we will agree this with you.


We take your privacy very seriously and we strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information. Our Privacy Policy sets out the personal information we collect about you and describes how we may use that information. No customer information will be intentionally used or distributed outside of Panda IT Solutions ltd, and we have a strict policy of not selling customer details to outside marketing agencies without your permission to do so. Our privacy policy also contains details of how you can opt in and out of receiving our marketing information.

Access to our code of practice

Customers can access this code of practice from our website www.pandaitsolutions.co.uk/terms-of-service.php or by requesting a copy to be posted or emailed to them.

Data Protection

We strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information.

General Philosopy

Panda IT Solutions ltd is a private limited company offering advanced Internet communications for both the home and business user, whatever their needs.

Our product range in a very broad terms consists of:

  • Broadband (ADSL, FTTC and leased line Internet connectivity
  • Telecoms (Line rental and phone calls)
  • Hosting (Shared and dedicated servers)

Customers of Panda IT Solutions ltd can take advantage of our world class technical support with emails answered in minutes and telephone calls answered in seconds. Through the automation of a control panel, a large number of customers can configure their packages at any time or day or night, anywhere in the world, without the need to ‘submit requests’ for an operations engineer to action the request for them, allowing us to concentrate on improving the service further and focusing on new projects.

This Code has been approved by ofcom for the purpose of section 52 of the communications Act 2003.

The code will be regularly reviewed in line with Ofcom’s requirements. We value all feedback from our services to this code of practice. Please email you comments to alerts@pandaitsolutions.co.uk

Contacting related organisations

Office of Communications (Ofcom)

Ofcom Contact Centre

  • Riverside House
  • 2a Southwark Bridge Road
  • London
  • SE1 9HA
  • Tel 020 7981 3040
  • Fax 020 7981 3334
  • Email contact@ofcom.org.uk
  • Website www.ofcom.org.uk

Office of the Telecommunications Ombudsman (OTELO)

  • Wilderspool Park
  • Greenall’s Avenue
  • Warrington
  • WA4 6HL
  • Tel 0845 050 1614
  • Fax 01925 430059
  • Email enquiries@otelo.org.uk
  • Website www.otelo.org.uk

Any Questions?