UK Code of Best Practice & Complaint HandlingVersion 2_4, last updated 21 February 2023
1. About Us
1.1 LoopUp® 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.
1.2 We are incorporated in England with company number 4677393, VAT number 832 3613 49 and our registered office is LoopUp, 9 Appold Street, London EC2A 2AP, UK.
2. About This Code
2.1 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.
2.2 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.
3. About Our Services
3.1 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.
3.2Using our innovative and proprietary web service and software for Outlook® and mobile devices such as iPhone®, Android® and BlackBerry®, 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 – all with a click. You can learn more about our services at loopup.com.
3.3 If you would like to receive our services, please feel free to contact sales directly. 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.
4.1 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/) or go to your personal My Account web area (account.loopup.com). You’ll find lots of easy-to-follow tutorials and quick guides on how to use the services, plus extensive FAQs for troubleshooting.
4.2 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 firstname.lastname@example.org, or call our support helpline on +44 (0) 20 3107 0207.
5. Rates & Charges
5.1 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.
6. Term & Termination
6.1 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/.
6.2 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, 9 Appold Street, London EC2A 2AP, by fax to +44 (0)20 7033 2766 or by email to email@example.com.
6.3 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, 9 Appold Street, London EC2A 2AP, UK, by fax to +44 (0)20 7033 2766 or by email to firstname.lastname@example.org.
6.4 Other grounds of termination, including rights to terminate for breach, are set out in our Terms of Service which you can see online at loopup.com/legal/.
7. Customer Complaints
7.1 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.
7.2 Process – So that we deal with your complaint appropriately and resolve it as quickly as possible, please use the following process:
- First, please contact us at email@example.com or on +44 (0) 20 3107 0207 with details of your complaint. The vast majority of issues can usually be dealt with at this stage.
- If, having contacted us as above, you are still not satisfied, please write to us with details of the complaint to firstname.lastname@example.org or Customer Services, LoopUp, 9 Appold Street, London EC2A 2AP. We aim to reply to you within 7 days of receiving your written complaint.
- If you have received a response from our Customer Services team, are still not satisfied, and either we have sent you what is called a “deadlock letter”, that we do not believe there is anything further we can do, or 3 months has passed since your first contact about the complaint, you can take the issue up with the independent Ombudsman Services: Communications details for which are set out in paragraph 8 of this Code. Please note that Ombudsman Services are unable to help if you have not gone through the above process first.
8. Useful Addresses
8.1 LoopUp Limited (trading as LoopUp)
9 Appold Street
London EC2A 2AP
Tel: +44 (0) 20 3107 0207
Fax: +44 (0)20 7033 2766
8.2 Office of Communications (Ofcom)
2a Southwark Bridge Road
London SE1 9HA
Switchboard: 020 7981 3000
Fax: 020 7981 3333
Textphone: 020 7981 3043
8.3 Ombudsman Services: Communications
PO Box 730
Warrington WA4 6WU
Tel: 0330 440 1614 or 01925 430049
Fax: 0330 440 1615 or 01925 430059
Textphone: 0330 440 1600 or 01925 430886
9. Availability of This Code
9.1 This code is available free-of-charge on our website (loopup.com) and on written request to email@example.com or 9 Appold Street, London EC2A 2AP. We will make this code available in a reasonable range of formats.