Terms and Conditions

Standard Terms and Conditions

About the Collaboration

This document serves as the formal agreement outlining the standard terms and conditions governing our working relationship. We aim to ensure clarity and fairness in our business transactions, which is why we have compiled this document. These terms and conditions, in addition to any special terms referenced in your Service Level Agreement (‘SLA’), apply to the services we provide. We have made every effort to clearly define our legal obligations. If you have any inquiries or concerns, please contact our Customer Services team at 0330 0883 750

1.Ordering the Service

To order the service, you must contact our Customer Service team who will discuss you requirements. If we agree to provide the service, we will provide the service in accordance with these standard terms and conditions.

2.Period of the Agreement

The agreement will be effective when:

-Both parties have signed the order form, or we have accepted your customer order form.

-We have sent you an email accepting an order form you have signed and sent to us.

-You start using the service.

-We make the service available to you.

3. Agreement Duration

Unless either party terminates the agreement early in accordance with the agreement’s provisions, it will remain in force for the minimum period specified below and will continue until either party provides at least 90 days’ written notice to the other party. If either party does not wish to continue the agreement beyond the minimum period, written notice must be given at least 90 days before the minimum period’s end.

Minimum Period:The period stated on the order form starting from the service start date; or

If no period is specified, a default period of 12 months starting from the service start date.

Multi-Site Installations: If the service involves installing equipment at multiple sites, the minimum period will commence from the service start date of the last site where equipment is installed, unless otherwise stated in the special terms.

4.Installation and Equipment Responsibility

We will provide the service only if the following conditions are met:

-Satisfactory site survey.

-Access to the site as required

– Satisfactory credit check (refer to clause 9.10).

-Satisfactory identity checks (refer to clause 26.5).

If we reasonably believe that you are not meeting the requirements stated, we reserve the right to terminate the agreement or any part thereof immediately by giving written notice. We shall not be liable for any consequences resulting from such termination.

5.Installation Costs and Surveys

We will estimate the costs for installing and connecting the service based on our survey. However, in the following circumstances, additional costs may arise:

-Our survey indicates extra costs beyond our initial estimation.

-Unforeseen discoveries during installation or connection result in additional costs.

-Changes requested by you or the site’s landlord result in extra costs.

In such cases, we will notify you in writing and increase our charges by the amount of the extra costs after providing you with written notice. You have the right to cancel the agreement within seven days of receiving our notice. If cancellation occurs, we may charge you a cancellation fee. Failure to cancel will require payment of the increased charges.

6.Equipment Installation and Customer Promise Date

We will make reasonable efforts to install and connect the service and any purchased equipment by the customer promise date. However, If the service is not available by the customer promise date, you may be eligible for service credits. Any lead times mentioned, excluding the customer promise date, are estimates and not binding on us.

7. Site Preparation and Obligations

You are responsible for providing suitable space, power, ducting, and environment for installing and maintaining the service equipment and purchased equipment at the site. You must prepare the site before connecting the equipment as per our instructions. Failure to keep an agreed appointment for a survey may result in a call-out fee. Failure to take delivery, allow installation, or permit work on the agreed date may result in storage arrangements at your expense, along with additional charges and fees.

8.Electricity Supply and Back-Up Power

Unless otherwise agreed in writing, a secure electricity supply meeting our specifications must be available at the site for installing, using, and maintaining the equipment. If uninterrupted service during power failures is required, you must provide backup power meeting relevant British standards. We shall not be liable for faults arising from power failures.

9.Equipment Ownership and Responsibility

The service equipment remains our property at all times. You must clearly indicate our ownership of the service equipment to third parties. The purchased equipment will remain our property until you have paid the full purchase price. You are responsible for any loss of or damage to the service equipment and purchased equipment once they have been delivered to the site. It is your responsibility to insure the service equipment against relevant risks. We may alter or replace the service equipment, provided that such alterations or replacements do not significantly affect the service.

10.Obligations Regarding Service Equipment

You must not engage in the following actions:

-Selling, leasing, transferring, disposing of, repairing, servicing, tampering with, removing, or interfering with the service equipment. This includes using it as security for borrowing or any other action that affects our rights over the equipment.

-Adding to, altering, or interfering with the service equipment, including connecting it to any equipment or device designed to divert electronic communications services to another provider.

-Allowing unauthorized individuals to repair, service, or attend to the service equipment.

-Engaging in any activities likely to damage the service equipment or reduce its performance or operation.

-Removing, tampering with, changing, or masking any labels or markings on the service equipment.

You must adhere to the following obligations:

– Keeping the service equipment at the site and refraining from moving it without authorisation.

-Safeguarding, maintaining, and using the service equipment in accordance with our written instructions or, in the absence of such instructions, to the same standard as a reasonable equipment owner.

-Taking necessary steps to protect the service equipment in case of emergencies and promptly notifying us of any emergencies.

-Allowing us to inspect, test, and maintain the service equipment at reasonable times with prior notice.

-Preventing any circumstances or actions likely to damage the service equipment or reduce its performance or operation.

-Loss or Damage Notification

You must immediately inform us of any loss of or damage to the service equipment. We shall not be liable for any loss or damage resulting from your failure to comply.

11.Acceptance of Service

Acceptance Tests

After installing the service equipment and any purchased equipment, we will conduct acceptance tests to ensure the service is ready for use at the site. If the service is not ready, we will carry out any necessary work and repeat the acceptance tests.

-Representation at Acceptance Tests

You may request that all acceptance tests be conducted in the presence of your representative, provided they are available at reasonable times as determined by us. If your representative fails to sign the acceptance form within five working days of the request, the service equipment and purchased equipment will be deemed to have been successfully installed from the acceptance test date.

Use of Your Apparatus

If we agree to use any existing cabling or wiring at the site, you must have full rights for such use in connection with the service and guarantee that it meets all relevant standards and specifications. We shall not be liable for any loss or damage arising from the use of your apparatus in connection with the service.

Unless either party terminates the agreement prematurely (as permitted under the agreement), it will remain in effect.

12. Paying for the Service:

Charges for the service shall be as outlined in the price guide or as mutually agreed upon in writing. All payments owed to us under the agreement must be settled in full, without any deduction, withholding, or imposition of restrictions or conditions. The payment of our charges should be made according to the method specified in the relevant invoice or order form. Should you choose to make payment through a different method, we reserve the right to refuse acceptance or levy an additional administration fee. If we request payment through direct debit and you opt for an alternative payment method, a fee as stated in the order form or price guide will be charged.

In addition to our right to increase charges or introduce new ones, we reserve the right to modify our charges or introduce new ones in the following circumstances:

– We may levy one-off charges at any time, provided we give you written notice of at least 30 days.

-We may increase the rental or introduce/amend other recurring charges upon or after the expiration of the minimum period, subject to giving you written notice of 30 days. However, in cases where the increase is necessitated by a rise in charges imposed on us by a third-party communications operator, we can implement the changes during the minimum period after giving you written notice of 30 days.

-We may increase call charges by:

(a) Providing you with written notice of seven days or publishing the revised call charges on our website at least seven days in advance; or

(b) In cases where the increase significantly disadvantages you, giving you written notice of 30 days or publishing the revised call charges on our website at least 30 days in advance.

Upon receiving notice of increased or new charges as described, you have the option to provide written notice to terminate the agreement, without incurring any cancellation charges, on the effective date of the increased or new charge or any later date specified in your notice. Failure to provide notice within seven days will indicate your acceptance of the increased or new charge.

13. Payment Terms

We reserve the right to reduce charges without prior notice, and such reduction shall not entitle you to terminate the agreement. Unless specified otherwise in the relevant special terms or order form, or agreed upon in writing, we (or one of our group companies acting on our behalf) will invoice charges according to the following schedule:

-Connection charges or other one-off charges – on the service start date for the respective site.

-Rental or other recurring charges – on the service start date and then monthly in advance for the upcoming month.

-Call charges – monthly in arrears for the previous month, starting from the service start date.

Unless otherwise agreed upon in writing, you are required to settle all charges within 30 days from the date of the invoice.

14. Suspension and Termination

We reserve the right to suspend all or part of the service under certain circumstances, including but not limited to:

-Failure to make timely payments.

-Suspected or confirmed fraud committed against us.

 -Breach of the agreement by you.

-Any other situation where we are entitled to terminate the agreement.

In case of emergencies or to provide service to hospitals, emergency organisations, or essential services, we may suspend the service without prior notice. Temporary suspensions may also occur for technical specification changes, repairs, maintenance work, improvements, or to prevent harm to individuals or property.

We may suspend the service, or take any necessary action, to comply with instructions from government authorities, regulatory bodies, emergency services, or other relevant authorities.

Except in emergency situations or cases of suspected fraud, we will provide reasonable notice before suspending the service. Please note that any suspension of the service does not waive our right to terminate the agreement.

During a suspension resulting from non-payment, you will remain liable for our charges and must continue to fulfil your payment obligations. Additionally, you are responsible for reimbursing us for the reasonable costs and expenses incurred in suspending the service, as well as any outstanding amounts due under the agreement.

If we agree to reinstate the service, you must cover our reasonable charges for doing so, and may be required to provide a reasonable deposit.

15.Termination of Contract

Termination of the agreement may occur in the following circumstances, without prejudice to any other rights we may have:

-Failure to fulfil a material obligation of the agreement that cannot be rectified.

-Failure to fulfil a material obligation of the agreement that could have been rectified but remains unresolved for 30 days after receiving our instruction.

-Appointment of a liquidator, administrative receiver, administrator, receiver, bankruptcy trustee, or similar officer over your assets or business, excluding legitimate amalgamations, reorganisations, or reconstructions.

-Any event where termination is allowed or required by law.

In the event of termination, you will be liable for any outstanding charges, along with any reasonable costs, expenses, or termination fees specified in the agreement, the price guide, or as agreed upon in writing between both parties.

We reserve the right to terminate the contract under the following circumstances. Please note that this list is not exhaustive:

1. a) Abuse of staff.
2. b) Demanding support outside of a pre-agreed maintenance contract and outside of work hours.
3. c) Contacting staff directly on personal phones.
4. d) Leaving abusive reviews on social media.
5. e) Determination that we can no longer adequately support your business needs.
6. f) Missing payments

Formal Investigation

It may be necessary for Calls UK LTD to conduct a formal investigation to establish the root cause of customer misconduct. We prioritise the support of our staff and ensure that our customers understand the boundaries. This investigation will involve discussing the incident with both parties and evaluating the evidence. You will be notified of this investigation via email.

An obvious breach of contract may not require a formal investigation. If this is the case, you will be informed via email the date of your termination.

Steps to Terminate the Contract

Calls UK Ltd will notify you via email to inform you of the termination of your contract and the reasons for termination.

1. a) You will have 30 days from the date of the email to find a new service provider. You will receive a final invoice for these 30 days. If this period extends into the following month, you will receive a partial invoice at the beginning of the subsequent month.
2. b) It is your responsibility to ensure that your new service provider takes over all services. Calls UK Ltd will not be held responsible for any losses resulting from your new provider’s failure to take over the services before the termination date.

Right to Appeal

If you are dissatisfied with the reasons for contract termination, you have the right to appeal.

1. a) If your contract was terminated due to an obvious breach, you can request a formal investigation. If, at the conclusion of this investigation, you are found to be at fault, your contract will still be terminated on the originally stated date in the first email.
2. b) If your contract is terminated following a completed formal investigation, you are not entitled to an appeal, and the termination date will remain unchanged.

Termination Request by You

If you wish to terminate your contract with Calls UK, please provide a written request to Accounts@callsuk.co.uk outlining the reasons why. Allow up to 24 hours for your request to be acknowledged. Your account will be closed 30 days from the date of acknowledgement by our customer service team. Fees may apply.

1. a) If you intend to terminate the contract based on a complaint, please contact us at support@callsuk.co.uk to ensure that our “Complaint Code of Practice” has been followed by our team and that your complaint has been escalated accordingly.
2. b) If you wish to terminate the contract due to changing business needs, please contact us at Accounts@callsuk.co.uk to explore the possibility of meeting your new business requirements.

Early Termination Fee

If you terminate the contract within the initial 12 or 24-month period, an early termination fee will apply. This fee will be calculated as 30% of your recurring invoices (standard recurring invoices refer to invoices that remain the same each month) multiplied by the number of months remaining in your contract.

1. a) If you are in a monthly rolling contract, you will be charged for the next 30 days from our customer service staff acknowledging your request. If a new month begins within these 30 days, you will be charged for the remaining days of the original 30-day period. The final invoice will be charged at the end of that month for the days used.

Change of Mind

If you have recently signed up for a new service and wish to change your mind, you have a 14-day window from the start of the service to do so. You will receive an invoice for the 14-day period, as well as any hardware received from us as part of the service.

If you no longer wish to terminate the contract and have previously contacted us with the intention to do so, you must immediately contact us via email or our main phone number. If our team has already initiated the account closure, we will make efforts to rectify the situation and prevent any service disruption. However, Calls UK Ltd will not be held responsible for any loss of service to your business resulting from your change of mind and any delays encountered by our team in rectifying your account.

This Agreement represents the entire understanding between the parties with respect to the subject matter herein and supersedes all prior discussions, agreements, or representations.

16.Termination and Broadband Speeds

We reserve the right to terminate the agreement immediately, by providing written notice, in the following circumstances:

-You have failed to fulfill a material obligation under the agreement, and the issue cannot be rectified.

-You have failed to fulfill a material obligation under the agreement, and although the issue could have been rectified, you have not done so within 30 days of our instruction.

-You have undergone insolvency proceedings, such as the appointment of a liquidator, administrative receiver, administrator, or receiver, or become unable to pay your debts, as defined in section 123 of the Insolvency Act 1986.

-Any necessary license, permission, or approval required for connection to our communications network or provision of the service has expired, been withdrawn, restricted, or invalidated without immediate replacement.

– The information you provided for the service was significantly incorrect or incomplete.

-You have breached or are suspected of breaching any law related to the service.

-You have committed or are suspected of committing any fraud against us.

-Any contract between us and another telecommunications service provider ends, affecting the provision of the service.

You have the right to terminate the agreement immediately by giving us written notice if any of the following occur:

-We have failed to fulfil a material obligation under the agreement, and the matter cannot be rectified.

-We have failed to fulfil a material obligation under the agreement, and although the matter could have been rectified, we have not done so within 30 days of your instruction.

-We have undergone insolvency proceedings, such as the appointment of a liquidator, administrative receiver, administrator, or receiver, or become unable to pay our debts, as defined in section 123 of the Insolvency Act 1986.

You have the right to terminate the agreement before the end of the minimum period by giving us written notice. In such cases, you are responsible for paying the cancellation charges outlined. To initiate the termination process, you must send us an email to accounts@callsuk.co.uk . Our team will acknowledge receipt of your request via email and send you a notice detailing the relevant information, including the applicable cancellation charges.

Upon termination of the agreement, any licenses granted by us will immediately cease, and you must promptly discontinue the use of the service and settle any outstanding amounts owed to us. If we terminate the agreement due to your failure to meet obligations, you are liable for the cancellation charges. We will issue an invoice upon termination, and you must pay the amount indicated. Prepaid charges will not be refunded.

Upon agreement termination, you must allow us to remove the service equipment. If you cause any delay in the removal process, we reserve the right to continue charging you until the equipment is successfully removed, including any additional costs and expenses resulting from the delay. The right to terminate the agreement will not affect any rights, obligations, or liabilities that arose prior to termination.

17. Broadband Speeds Code

The minimum guaranteed download speed is defined as fifty percent (50%) of the advertised download speed of the relevant qualifying service as of the agreement’s commencement date, communicated to you by us prior to your submission of the signed order form.

The actual download speed delivered by your qualifying service is determined by us through measurements taken at the service equipment. It’s important to note that the download speed experienced on devices or apparatus connected beyond the service equipment may vary due to various factors, as detailed on our website.

We hold no liability under the agreement or this section if the actual download speed falls below the minimum guaranteed download speed beyond the service equipment, except in the following cases:

-Outage of the qualifying service.

-Disruption caused by planned maintenance, provided we have notified you in advance.

-Any act, omission, failure, or breach by you, whether direct or indirect.

To enable us to diagnose any speed fault, you must keep the service equipment connected, powered on, and configured to allow us to obtain traffic speed information.

If you believe you are experiencing an issue with your actual download speed, you must promptly notify our customer care team via telephone using the contact details provided on our website.

If we are unable to resolve the issue over the telephone, we will commence remote monitoring of your actual download speed starting from the day following your initial notification. A speed fault is deemed to have occurred if our monitoring demonstrates that your actual download speed fell below the minimum guaranteed download speed on three (3) consecutive days during the monitoring period, whether continuously or intermittently.

Upon completion of the speed monitoring period, we will inform you of the results without delay.

If a speed fault is confirmed, we will endeavour to rectify it within thirty (30) days from the date of your initial telephone notification (referred to as the fix period). We may extend or delay the fix period reasonably if circumstances beyond our control, such as cancelled engineer visits or missed appointments, or other exceptional circumstances, hinder the resolution of the speed fault.

At the conclusion of the fix period, we will provide you with a written outcome notice, indicating either:

-Successful resolution of the speed fault, absolving us of any further liability regarding the fault.

-Inability to rectify the speed fault, triggering the provisions outlined in clauses 18.11 to 18.14.

If we fail to rectify the speed fault within the fix period, you may exercise your right to cancel the affected qualifying service(s) and any other bundled standard voice and broadband products, or any other service solely dependent on the affected qualifying service (including VoIP services), without incurring cancellation charges. This right to exit applies solely to the applicable services and does not extend to other parts of the service or the agreement, which remain in full force and effect.

Our outcome notice will specify:

-Whether the right to exit has arisen for the applicable services.

-The available options following the conclusion of the fix period.

If you wish to exercise your right to exit, you must notify us in writing within the specified timeframe, as indicated in the outcome notice.

In the event of a right to exit, we will aim to cancel the affected services within thirty (30) days of receiving your written notice. However, we reserve the right to extend this period if circumstances beyond our control hinder the cancellation process.

If we successfully rectify the speed fault within the fix period, our liability regarding the fault ceases, and no further action is required.

This broadband speed code section does not apply to any customer, product, or service other than qualifying customers and qualifying services as defined herein.

Please note that all other terms and conditions of the agreement remain in effect, and this section will continue to apply even after the agreement’s termination.

18. Payment for Changes

You are required to pay the charges applicable at the time of the change. It may be necessary to make the payment before we implement the change. We reserve the right to amend our charges without prior notice to reflect the change.

19. Service Changes

We may make improvements or modifications to the service under the following circumstances:

-Changes in services provided by our suppliers, which impact the service we offer to you.

-Changes necessary to maintain or enhance service quality or benefit customers as a whole.

-Changes required for technical reasons.

-Changes mandated by law.

We also reserve the right to change the service at any time ( including changes to the name, service delivery methods, technology, or upgrades/substitutions with alternative services. However, the following conditions must be met:

-The functions and service levels of the modified service are equal to or better than the previous service.

-You will not be charged for the change.

-The charges and minimum period will remain unaffected by the change.

20. Request for Service Change

You may request a change to the service, including the relocation of service equipment or purchased equipment, by submitting a written request. We will make every effort to accommodate your request. However, you are responsible for paying the charges associated with the requested change. If instructed, you must complete any work related to the change according to our instructions.

21. Effect on Charges

Any change to the service or service equipment may result in increased charges. Such changes do not entitle you to terminate the agreement.

22. Partial Service Cancellation

You have the right to cancel part of the service at any time, including the cancellation of a circuit or service to a site, by providing us with 90 days’ written notice. To initiate the cancellation, write to us via email. Our team will send you a confirmation email upon receipt of your request. Subsequently, they will provide you with a notice confirming the relevant details, including any cancellation charges that must be paid.

If you cancel part of the service within the minimum period, you must pay the cancellation charges related to the cancelled portion. An invoice will be sent following the cancellation, and payment must be made.

23.Cancellation after the Minimum Period

If you wish to cancel part of the service after the minimum period has elapsed, you must give us 90 days’ written notice (unless otherwise specified in the special terms) and settle all charges related to the cancelled portion of the service during the 90-day notice period.

24. Written Notices

Unless stated otherwise, you must send written notices to accounts@callsuk.co.uk

A notice sent by email will be considered received on the working day it is first stored in the recipient’s email inbox.

If you send us a written notice to terminate the agreement or cancel any part of the service, it is essential that you keep a copy of the notice.

25. Confidentiality

When either party provides confidential information (marked or clearly identified as confidential) to the other party, the receiving party (the receiver) provides the following assurances to the disclosing party (the provider):

-The receiver will keep confidential information received during discussions leading to the agreement, as well as any information shared in connection with the agreement, private and confidential.

-The receiver may disclose the provider’s confidential information, to the extent necessary and under strict confidence, to employees, agents, and subcontractors involved in providing or using the service, as applicable. The receiver will not release any or all of the provider’s confidential information to any third party without the provider’s written permission.

-The receiver will only use the provider’s confidential information in connection with providing or using the service, as applicable, and not for their own benefit or the benefit of any other person.

-You must not disclose the terms of the agreement to any third party or make any announcements about its contents without our written permission. We may disclose that you are a customer of Calls Uk Ltd. Business and issue agreed press releases, promotional material, and case studies. However, we will not reveal the specific terms of the agreement to any third party without your written permission.

-If a court, government, or regulator requires the receiver to disclose the confidential information to the extent necessary under the law. Unless prohibited by law, the receiver will promptly notify the provider in writing of any such required disclosure of confidential information. The confidentiality obligations do not extend to confidential information that:

-Became publicly available through means other than the receiver’s negligence or failure to fulfil obligations under the agreement.

-The receiver already knew before receiving it from the provider.

-Was provided by a third party without restrictions on disclosure.

26. Data Protection

This clause applies to the extent that we process personal data on your behalf in the course of providing the service under this agreement. You, as the data controller, provide us, the data processor, with the following responsibilities:

-Complying with all data protection legislation regarding the use of our services, processing of personal data, and any processing instructions you provide.

– Ensuring that you have the necessary rights to collect, provide access to, or transfer personal data to us for processing under this agreement.

-Ensuring that you do not disclose, or allow any data subject to disclose, any special categories of data to us for processing.

We will process the personal data to the extent necessary to provide you with the service, following your reasonable instructions (including those from any users accessing the service on your behalf) as outlined in the agreement or provided in writing. We will comply with applicable data protection legislation and ensure that our authorised personnel involved in processing the personal data are bound by a duty of confidentiality.

We will implement appropriate technical and organisational measures to protect the personal data from accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access (data breach). In the event of a data breach, we will notify you promptly and make reasonable efforts to identify the cause and mitigate its effects within our reasonable control. We will also provide you with the necessary information to fulfil any data breach reporting obligations under the General Data Protection Regulation (GDPR).

Occasionally, we may engage third parties to process personal information. These third parties will only process the information in line with our instructions. We may use the information you provide for the purposes specified above, for any other purposes you give permission for, or as required by law. We may disclose your information to our group companies, debt-collection agencies, credit-reference agencies, credit- or fraud-monitoring schemes, security agencies, or credit providers. We may also provide such information to other providers of electronic-communications services.

Unless you have indicated otherwise, you agree to participate in any press release, promotional material, or case studies related to the agreement, as reasonably requested by us.

27. Miscellaneous

Unless otherwise stated in the agreement, the rights and remedies provided under the agreement are cumulative and do not supersede any other legal rights and remedies. The failure or delay in exercising any right or remedy under the agreement does not constitute a waiver, and the right or remedy may be exercised in the future. The exercise of any right or remedy, either in whole or in part, does not prevent the exercise of that or any other right or remedy in the future.

If any part of the agreement is deemed illegal or unenforceable by a court or relevant authority, it does not affect the validity or enforceability of the remaining parts of the agreement. In such cases, both parties will discuss the affected part of the agreement to find a substitute provision that, to the extent possible, achieves the same economic effect and is legally binding.

Any provisions intended to remain in force after the agreement or any part of it ends will continue to be effective.

Unless prohibited by relevant restrictions in the agreement, either party may request the other party to complete necessary paperwork and take reasonable actions to give full effect to their rights under the agreement. The party making the request will bear the reasonable costs associated with completing the paperwork or carrying out the requested actions.

The agreement does not create a partnership between you and us, nor does it establish an agency relationship between you and us. You and we agree that the agreement cannot be enforced by any third party under the Contracts (Rights of Third Parties) Act 1999 or any amendments to it.

Additional Rights and Remedies

The rights and remedies provided under the agreement are in addition to, and do not override, any other legal rights and remedies.

Exercise of Rights and Remedies

The failure or delay in exercising any right or remedy under the agreement does not constitute a waiver of that right or remedy. The exercise of any right or remedy, either in whole or in part, does not prevent the future exercise of that right or remedy.

Severability

If any part of the agreement is deemed illegal or unenforceable by a court or relevant authority, it does not affect the validity or enforceability of the remaining parts. The parties will work together to find a substitute provision that achieves the same economic effects and is legally binding.

Survival of Provisions

Any provisions intended to remain in force after the agreement or any part of it ends will continue to be effective.

Completion of Paperwork and Actions

Unless otherwise restricted in the agreement, either party may request the other party to complete necessary paperwork and take reasonable actions to give full effect to their rights under the agreement. The requesting party will bear the reasonable costs associated with completing the paperwork or carrying out the requested actions.

Third-Party Rights

The agreement is not enforceable by any person other than you and us under the Contracts (Rights of Third Parties) Act 1999 or any amendment to it.

28.Settling Disputes

In the event of a dispute between you and us regarding the agreement that cannot be resolved within 30 days of providing notice to the other party, either party may refer the dispute to arbitration or the courts of England. However, both parties will continue to fulfil their obligations under the agreement while following the dispute resolution procedure. This clause does not prevent either party from terminating the agreement in accordance with the standard terms and conditions or any applicable special terms. Equitable relief may be sought from a court if damages alone are deemed insufficient to remedy a breach of the agreement.

29. Governing Law and Arbitration

The agreement and any obligations arising from or related to it are governed by and interpreted according to English law. Disputes not involving complex legal issues or amounts exceeding £5,000 may be referred to arbitration or another appropriate method of dispute resolution. Legal actions or proceedings related to the agreement shall be conducted exclusively in the English courts. Both parties fully accept the jurisdiction of the English courts to decide on such actions or proceedings.

30.Complaint Resolution Code of Practice

We are committed to addressing all complaints fully, fairly, and within a reasonable timeframe. Our Complaint Code of Practice provides detailed information on how we handle complaints. You can find this code in the ‘Complaints’ section on our website at www.callsuk.co.uk Alternatively, you can request a copy by contacting our Customer Services team at 0330 0883750