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Telecoms (voice and data) Code of practice

IntraLAN Group Ltd – CODE OF PRACTICE (voice and data Telecommunications Services
IntraLAN Group Ltd 12 Epsom Business Park, Kiln Lane, Epsom Surrey KT17 1JF
Tel: 0844 7707000Fax: 070 264709Email:


This Code of Practice covers the telecommunications business activities of the IntraLAN Group Ltd.

The purpose of this Code is to give customers with a clear understanding of the policies, products, services and services provided. The products and services provided by IntraLAN are subject to availability and may be changed from time to time – please refer to our website at for details, or contact us directly on the number listed below.

This Code also explains how customers may contact us and certain other independent organisations in the communications industry.

1. The purpose of the code
2. About IntraLAN Group
3. How to contact IntraLAN Group Ltd
4. IntraLAN Group services
5. Pricing and billing
6. Customer Services
7. Refund policy
8. Complaints and dispute resolution
9. Contract conditions
10. How to obtain this code of practice
11. Contact details of related organisations
12. Additional information


It is IntraLAN Group’s stated aim to provide the following:

IntraLAN Group provides both mobile phone services and fixed line (land line) voice and data telecommunications services to thousands of businesses and organisations throughout the UK across all industries, but has a most notable presence in the following sectors:

We have produced this Code as part of our obligations as a Communications service Provider under the Communications Act 2003. Our Code has been submitted for approval to the UK communications regulator, Ofcom. We review the contents of this Code annually to ensure it is up to date.


Postal Address:
IntraLAN Group Ltd
Unit 12 Epsom Business Park
Kiln Lane
KT17 1JF

Telephone: 0844 770 7000

Sales Team
Telephone: 0844 770 7000

Accounts Team
Telephone: 0844 770 7000

Our opening hours are from:
Monday – Friday 08.30am – 6.00pm

(Out of hours and weekend support available by prior arrangement)
Closed UK bank holidays.

Contact numbers for out of hours telecoms support: 0844 770 7000


Core products

IntraLAN Group Ltd is an approved OFFCOM provider of telecommunications services which include the following:

IntraLAN Group procures all of its services on the wholesale telecoms market from ‘Tier One’ carriers only, such as

Customers wishing to order any of the services offered by IntraLAN Group should initially contact us via telephone, email or in writing.

The duration of the contract for specific products and services will be discussed with you prior to your contractual commitment; the contract duration will also be confirmed in writing as part of your agreement. You may request a copy of our terms & conditions before any contractual commitment is made.

We reserve the right to disconnect any of our services and cease to supply products if you breach our terms and conditions. You are entitled to cancel or terminate any contract with us provided you follow the cancellation and termination procedures laid out in our contract terms and conditions.

We will be pleased to explain our products and services and our terms and conditions to you before you decide to commit to any contract with us.

The terms and conditions of supply of the products and services we offer can be found on our website


Up to date and detailed pricing information is available upon request. We aim to ensure you understand and are fully aware of the price of our products and services before entering into any contractual agreement with us.

Terms and conditions are provided in full when you enter into a contract with us and are subsequently available upon request and on our web site.

As a standard process we provide a monthly invoice and report which will clearly show the charges for using our services.

We accept payments by Direct Debt, Credit Card, Cheque or Standing Order Mandate. Payments are due 14 days after invoicing. We reserve the right to ask you for a deposit as part of the initial ordering process or if you default on any payment due to us.

If you have any queries about our pricing or billing arrangements you can contact us by telephone, email or post.


If you have any questions relating to our products and services please contact the Customer Service Team by telephone, email or post.


Our policy is to refund any charges incorrectly invoiced to customers. This covers call charges and line rentals and is based on a principle of full refund of the overcharge.


IntraLAN Group is committed to providing excellent customer service. Should you have an issue with any aspect of our products, or service, there are a number of ways that we can try to resolve your query. Your first course of action should be to speak to us by telephone; we will try to resolve your query there and then. If no-one is able to resolve your issue, arrangements will be made for us to call you at the earliest opportunity. In the event you remain dissatisfied with the solution or explanation offered we request you raise a formal complaint in writing:

Email to or posted to:
The Customer Service Manager
IntraLAN Group Ltd
Unit 12
Epsom Business Park
KT17 1JF

Tel: 0844 7707000
Fax: 070 264709

We aim to acknowledge all letters of complaint within five days of their receipt. We will give you a case number, the name and job title of the person handling your complaint at IntraLAN .
A full response will be sent to you within ten days unless your complaint requires further investigation. We may, for example, need to consult with our colleagues in other departments, and in these circumstances we will send a full response to you within four weeks. In exceptional circumstances, the longest we will take to send you a final response will be eight weeks.

Dispute Resolution
IntraLAN Group is committed to providing its customers with an excellent customer experience. Should an issue arise then our Customer Service Team will aim to resolve this quickly and efficiently by either telephone or e-mail support. Our objective is to ensure that the matter is resolved promptly and that corrective action is taken wherever possible to prevent reoccurrence.
If you are not happy with the response then you may ask for the matter to be escalated to the appropriate manager for further investigation.

We are registered with the Office of the Telecommunications Ombudsman (“Otelo”), which is an independent body that has been approved by the communications regulator, Ofcom, to handle disputes between communication companies and their small business customers. If we have not resolved your complaint to your satisfaction after 12 weeks or if you have received a letter from us saying that we have made our final decision on your complaint and we have reached “deadlock”, you may make a complaint through Otelo.

PO Box 730
Telephone 0330 440 1614 or 01925 430 049


IntraLAN’s minimum contract term for telecommunications services is 24 months unless otherwise agreed. In the event of terminating the agreement IntraLAN will require 3 months’ written notice before the end of the term. In the absence of such notice the contract will automatically be extended by successive periods of 12 months at the renewal date, with the exception of ‘consumer’ customers as per Clause 2 of the ‘Terms and Conditions’. Requests must be received in writing from the contract signatory via post e mail or fax. Termination or outstanding period charges may apply and will be detailed in writing to you in the event of early termination. Please refer to IntraLAN’s terms and conditions for full information on all conditions governing the contract.


This Code of Practice is published on our Web site at
Additional copies are available on request and free of charge to any business customer. It is also available in large print.


PO Box 730
Telephone 0330 440 1614 or 01925 430 049

Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
Tel: 0845 456 3000 or 020 7981 3040

Telephone Preference Service (TPS)
DMA House
70 Margaret Street
Tel: 020 7291 3320
Fax: 020 7323 4226


Ofcom, the regulator for the UK communications industry, has approved this Code of Practice for the purposes of section 2 of the Communications Act 2003. The Guidelines for producing codes of practice can be found on Ofcom’s website at

If you have any questions regarding this code of practice, please e-mail

About IntraLAN

Based in Epsom Surrey since 1995, IntraLAN Group is the IT support and Telecommunications network partner of choice for thousands of UK businesses.

With many accreditations to our name and certified supply arrangements and partnerships with leading IT Vendors such as: Microsoft, CISCO, Meraki, for telecoms with networks such as BT, EE, O2, Vodafone, Gamma and Splicecom plus Avaya for Phones systems, IntraLAN is in the best place to support your business for the most resilient and efficient IT and Telecoms solution.

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Reason #1 to choose IntraLAN

IT and telecommunications experts for nearly 20 years, working with the leading phone systems.

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Reason #2 to choose IntraLAN

Our staff are fully accredited professionals.

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Reason #3 to choose IntraLAN

Motivated to provide excellent customer service and support and we go the extra mile when you need it.

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Reason #4 to choose IntraLAN

We build relationships with our customers and work with you as a partner not as a supplier.

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Reason #5 to choose IntraLAN

Scalability - we help you and your business grow at the pace you desire.

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Reason #6 to choose IntraLAN

We provide unique and bespoke solutions that are tailored for your business needs.

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Reason #7 to choose IntraLAN

IntraLAN prides itself on being open, honest and impartial.

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Reason #8 to choose IntraLAN

We offer a total managed end to end solution and with our own private network you never need to access the public internet again.

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Reason #9 to choose IntraLAN

We provide a secure, reliable it service that is proactively monitored for you by us.

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Reason #10 to choose IntraLAN

Proven track record and a growing reputation in the industry.

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Read what our customers say

What a cracking job you have done, I hadn’t appreciated the extent of what you (IntraLAN) had achieved, how professional you are and how impressed we are with the “can do” and teamwork to still deliver in spite of some serious adversities

Nelson, CEO at Pabulam Catering Ltd, Fleet Hampshire

Thank you to you and the team for another year of superb IT support and advice

Tom Brown, IT Manager at Liberty Wines Ltd London SW4

We cannot praise highly enough everyone at IntraLAN, from Helpdesk Support to Account Managers, they really do greatly assist in the smooth running of our business which is heavily IT reliant

Simon Grimmond, Partners Wealth Management, London EC2

IntraLAN have provided regular, comprehensive progress updates and achieved deadlines in a timely fashion

David Briggs, General Manager at London Medical, London W1