{"id":23226,"date":"2015-12-02T11:53:22","date_gmt":"2015-12-02T11:53:22","guid":{"rendered":"https:\/\/loopup.com\/legal\/uk-code-best-practice-complaint-handling\/"},"modified":"2026-03-23T10:31:17","modified_gmt":"2026-03-23T10:31:17","slug":"uk-code-best-practice-complaint-handling","status":"publish","type":"page","link":"https:\/\/loopup.com\/de\/legal\/uk-code-best-practice-complaint-handling\/","title":{"rendered":"UK Code of Best Practice & Complaint Handling"},"content":{"rendered":"

1. About Us<\/h2>\n

1.1 <\/b>LoopUp\u00ae is the business name of LoopUp Limited, a conferencing software and services company with operations in the UK, US, Australia and Hong Kong. Our innovative services are delivered by our proprietary platform and software. It is our philosophy that ease-of-use is essential to inspire adoption and regular usage, which in turn leads to a valued service and happy customers.<\/p>\n

1.2 <\/b>We are incorporated in England with company number 4677393, VAT number 832 3613 49 and our registered office is LoopUp, 52 Tabernacle Street, London EC2A 4NJ, UK.<\/p>\n

2. About This Code<\/h2>\n

2.1 <\/b>This code provides you with information about who we are, the services we offer, how we will provide those services to you, and also sets out our complaints code of practice, which has been approved by Ofcom.<\/p>\n

2.2 <\/b>If you are a non-business or small-business customer of our Fixed-line Telecommunications Services (our carrier pre-select and indirect access services), we recommend you also read our Sales & Marketing Code of Practice for Fixed-Line Telecommunications Services<\/a>.<\/p>\n

3. About Our Services<\/h2>\n

3.1 <\/b>We provide users with a personalised conference facility with their dedicated, always-available virtual conference room dial-in number and access codes. Each user also has access to a personal web area where they or their PA can set up and manage other virtual conference rooms.<\/p>\n

3.2<\/b>Using our innovative and proprietary web service and software for Outlook\u00ae and mobile devices such as iPhone\u00ae, Android\u00ae and BlackBerry\u00ae, you will gain extra levels of security, visibility and control for your conference calls. Your users will be able to see each leg of the call, control each leg by putting them on hold, mute or dropping individual legs, bring others into the call, record the call and even initiate a screen sharing session \u2013 all with a click. You can learn more about our services at loopup.com<\/a>.<\/p>\n

3.3<\/b> If you would like to receive our services, please feel free to contact sales directly<\/a>. We will discuss our services with you and, if we reach agreement to provide our services to you, we will do so in accordance with that agreement and this code.<\/p>\n

4. Support<\/h2>\n

4.1 <\/b>Ease-of-use has been the driving principle behind our services and we hope you find using our services enjoyable and productive. If you do experience any difficulty or have a question about the services, you can go to the customer support area on our website (loopup.com\/support\/<\/a>) or go to your personal My Account web area (account.loopup.com<\/a>). You’ll find lots of easy-to-follow tutorials and quick guides on how to use the services, plus extensive FAQs for troubleshooting.<\/p>\n

4.2 <\/b>If you cannot find the solution on the website, you can always submit a support question to us through the website, or email us at support@loopup.com<\/a>, or call our support helpline on +44 (0) 20 3107 0207.<\/p>\n

5. Rates & Charges<\/h2>\n

5.1 <\/b>We will provide you with the applicable rate sheet and inform you of any other charges before you first use the services and you can always contact us at any time for another copy. If we need to change the rate sheet or other charges, we will send a notice of the proposed changes and details of when they become applicable.<\/p>\n

6. Term & Termination<\/h2>\n

6.1 <\/b>Your agreement with us starts on the earlier of (1) our acceptance of your Order Form, and (2) when you download any of our software or use any of our services. Your agreement continues until terminated. No renewal is necessary. You can see all of our legal documents online at loopup.com\/legal\/<\/a>.<\/p>\n

6.2 <\/b>For non-business customers, unless you agree differently with us, either party can terminate the agreement on one (1) month’s notice at any time. Notices to us must be provided either by post to LoopUp, 52 Tabernacle Street, London EC2A 4NJ, by fax to +44 (0)20 7033 2766 or by email to legal@loopup.com<\/a>.<\/p>\n

6.3 <\/b>For business customers, unless you agree differently with us, either party can terminate the agreement on one (1) month’s notice at any time. Notices to us must be provided either by post to LoopUp, 52 Tabernacle Street, London EC2A 4NJ, UK, by fax to +44 (0)20 7033 2766 or by email to legal@loopup.com<\/a>.<\/p>\n

6.4 <\/b>Other grounds of termination, including rights to terminate for breach, are set out in our Terms of Service<\/a> which you can see online at loopup.com\/legal\/<\/a>.<\/p>\n

7. Customer Complaints<\/h2>\n

7.1 <\/b>Introduction – We hope that you will enjoy being our customer and using our services. We will always work towards making our relationship with you a beneficial and happy relationship. In the unhappy event that you have any complaint about us, our sales and marketing or our services, then we would like to hear from you so we can try to resolve any issue as soon as we can.<\/p>\n

7.2 <\/b>Process – So that we deal with your complaint appropriately and resolve it as quickly as possible, please use the following process:<\/p>\n