Code of Practice
Incorporated and registered in England and Wales, company number 03925996 Registered Office: Goodwin House, 5 Union Court, Richmond, Surrey TW9 1AA. VAT No. 745075821
In this Code of Practice, Foehn Ltd is referred to as ‘we’ or ‘our’ or ‘us’, Foehn’s customers are referred to as ‘you’ or ‘your’, and Foehn’s telecommunications services are referred to as ‘Services’.
This Code of Practice provides you with information on our range of Services, important details regarding buying our services, and how to contact us if you have a complaint.
A full set of our contractual Terms and Conditions and fees/prices for all services are available on request from Foehn sales and customer service teams.
- Provisioning cloud telephone systems
- Provisioning cloud call centres
- Provisioning cloud omnichannel contact centres
- Provisioning connectivity solutions – broadband and fibre
- Asterisk telephony services
- Planning, deployment and management of telephone systems
- Telecommunications support services
Making Emergency Calls
We will provide access to 999/112 public emergency call services and will take all reasonable steps to give you uninterrupted access to these services. Occasionally, services may become unavailable due to issues that are outside our control, such as a power outage or internet connection failure. At these times, public emergency call services will also be unavailable.
Please be aware that services may not automatically provide your phone number and location details to the operator of 999/112 emergency call services – you may need to give this information verbally.
Our Policy on Nuisance Calls
It’s a criminal offence to make nuisance calls and it breaks our Terms and Conditions. If you use our Services to make nuisance calls, your account will be suspended while we investigate and then closed down if you have offended. Your activities may also be reported to Ofcom and the police. Numbers need to be registered in our database to pass Calling Line Identity presentation and you will need to prove ownership of any additional numbers used.
Reducing Incoming Nuisance Calls
There are a number of steps you can take to cut nuisance calls – for example:
- Sign up for the Telephone Preference Service (TPS), a free service and the official opt-out register for unsolicited sales and marketing calls. By law, no organisation can call a TPS-registered number without the permission of the number’s owner.
- Use our call barring service, which enables you to filter out anonymous callers, international callers and numbers that you have blacklisted. You’ll need to contact our customer service team to set up call barring.
Following Best Practice for Security
You should ensure that our password policy is always followed closely and that all user-generated passwords adhere to our documented recommendations.
- Restricting calls by user
Our services enable you to limit the locations users are able to call – for example to those destinations that are common to the business. Calls can also be restricted according to number type and time of day. We can help you to set up your policy and add or remove different locations.
Our security system automatically blacklists risky or potentially fraudulent destinations. If required, system administrators can enable specific destinations in their control panel.
- Controlling remote access calls
Remote access to your PBX is prevented by default to limit the potential for fraud, but you can enable remote access functionality by contacting our customer service team.
- Limiting spend by user
Our services allow your system administrator to limit the total minutes/spend of calls per user and our customer service team can help you set up a call plan that meets business needs. In addition, we can provision a call usage monitoring service that alerts administrators to potential fraud and blocks any problem account to minimise risk.
- Auto-provisioning handsets
All the handsets we provide are dispatched with highly secure passwords, which are available from our customer service team. Please also ensure that your own processes follow our password policy.
- Limiting the number of channels per user
After assessing the call usage patterns of your users, our Services allow administrators to set a limit on the number of concurrent calls a user can make.
For example, setting the limit to 2 channels will allow the user to make a three-way call – but if the user frequently has multiple lines on hold, this limit will need to be increased.
- Limiting access to known IP addresses
Administrators can limit system access to known IP addresses by providing a whitelist to our support team. Sip trunks and peer connections can also be locked to specific IP addresses.
- Validating Outbound Calls
Outbound calls need authentication before they can be placed – please bear in mind you will not be able to make or receive any calls using our service without configuring the correct authorisation.
- Aligning Channel Numbers with Business Needs
Our customer service team will work with administrators to determine the number of channels you need to meet peak call usage.
Ensuring Network Resiliency
- Our network infrastructure uses Tier 1 carriers and communication providers, and multiple Internet exchanges to connect resiliently to the Internet.
- Our data centres are resiliently connected using redundant links.
- Our data centres use best-of-breed technology and have redundancy on all paths to end nodes
Additional Free Features
- Access to number portability services
- We can port numbers to and from the following companies, but please remember that not all area codes are currently available from all operators: BSkyB, BT, C&W Vodafone (Energis), C&W Vodafone UK, COLT Technology Services, Easynet, Eurobell (Holdings) Limited, Excell Group, Gamma Telecom Holdings Ltd, iHub, Inclarity plc, Invoco, KCom (Affiniti), KCOM Group PLC, KCom HULL, Level 3 Communications, Level 3 Communications Ltd, Magrathea Telecommunications L, Mintaka, Simwood eSMS, Spitfire Network Services Ltd, TalkTalk Communications Limited, Telecom2 Ltd, Telephony Services, Telserve, Thus Plc, Verizon UK Ltd, Virgin Media Business Limited, Virgin Media Wholesale Limited, Vodafone, Vodafone (Energis), Voxbone SA, X-On (Storacall), Your Communications.
- Access to a directory enquiry facility
- Access to operator-assisted services
- Access to calling line identification services
- Access to call itemisation services
Supporting Customers with Disabilities
- All our literature and product information is available in large print and audio format – you can order by contacting Our customer service team
- We offer priority fault repair with some services for users who have special needs, but this requirement must be pre-registered and may incur an extra charge. You can find out more from our customer service team.
If You have a complaint about our service, you can contact us:
By post: Foehn Ltd, Goodwin House, 5 Union Court, Richmond, Surrey TW9 1AA
By email: [email protected]
By phone: 0330 403 0000
Our Directors take full responsibility for the efficient handling of any complaints, and we will respond to you within five working days. All correspondence is treated in the strictest confidence and we aim to resolve all issues equitably and to the complete satisfaction of our customers.
If for some reason we cannot resolve your complaint you can always refer the matter to the UK Ombudsman Service. The Ombudsman will investigate your complaint if:
• the matter remains unresolved for 8 weeks; or
* We’ve sent you a ‘deadlock’ letter which means there’s nothing more we can do
to solve your complaint. You can ask for a ‘deadlock’ letter at any time but please
give us the chance to try and fix the problem first.
Ombudsman Services Communications provides a free independent service for customers who
aren’t satisfied with the final outcome of their complaint. They’ll only take complaints that sit
within the Alternative Dispute Resolution scheme.
You must contact the Ombudsman within 12 months of getting your ‘deadlock’ letter.
• find out more at https://ombudsman-services.org/sectors/communications
• phone them on 0330 440 1614*
• textphone them on 0330 440 1600*
• write to them at Ombudsman Services:
Communications, PO Box 730,
Warrington, WA4 6WU.
We are regulated by the Office of Communications (Ofcom), the independent regulator and competition authority for the communication industries in the United Kingdom:
Ofcom, Riverside House, 2a Southwark Bridge Road, London SE1 9HA
Phone: 0300 123 3333 or 020 7981 3040
We are a member of the Internet Services Provider Association (ITSPA) and subscribe to the ITSPA Code of Practice:
ITSPA Secretariat, 69 Wilson Street, London EC2A 2BB
Email: [email protected]
Phone: +44 (0) 203 397 3312