Code Of Practice


1. Introduction

At Bentley Walker our customers come first. Our aim to give you the best customer service possible. Our Code of practice sets out how we intend to look after you. It will explain:
    Who we are
    What we offer
    How to contact us
    How services are run
    What they cost
    How they should perform
At Bentley Walker our customers come first and our aim to give you the best customer service possible. This Code of practice sets out how we intend to look after you. It will explain:

1. Who we are
2. How to contact us
3. What we offer
4. Our obligations
5. Billing and payment
6. Leaving process
7. Complaint procedure
8. Special needs
9. Confidentiality of customer information
10. Communications with customers

Nothing in this Code affects your statutory or common law rights, nor is anything contained in this Code intended to form part of a contract or collateral contract between Bentley Walker and any of its subscribers. You can download copies of this Code from our website, or by contacting our support team. The full terms and conditions associated with your service will be presented at point of sale and are accessible from our Freedomsat.co.uk website.

1. Who we are

We are Bentley Walker, the world leaders in Satellite Broadband Internet and Europe's largest distributor of Satellite Internet services. We are not just another reseller of Satellite Broadband Internet, but instead are the company that resellers come to when they want to offer their customers the best provision and value. We partner with the best hardware and network providers and then add our own commitment to service excellence, to deliver what we believe is simply the best Satellite Internet offering available. It's our dedication to service, partnered with our investment in the best satellite internet technology and infrastructure that make us stand out and has secured our position as one of the World's leading provider of Satellite Internet. To see what services are available where you live, just visit Freedomsat.co.uk

2. How to contact us

It’s easy to get in touch when you need to. Whether you have a question or a comment or even some feedback, here’s how to contact us:

By phone or email

Talk to our Sales team +44 (0) 2392 311 103 (options 1) or sales@bentleywalker.com
Talk to our accounts team +44 (0) 2392 311 103 (option 2) or accounts@bentleywalker.com
Talk to our Technical support team +44 (0) 2392 311 103 (option 3) or support@bentleywalker.com
Teams are available 6 days a week, from 8:30am to 7pm Monday to Friday and from 8:30am to 5:30pm on Saturday.
By web Alternatively, you can contact us via our website at www.freedomsat.co.uk
By letter you can write to us at Bentley Walker Ltd. | Elm Grove, Hayling Island, Hampshire, PO11 9EW, UK

3. What we offer

At Bentley Walker, we bring you Super Fast Satellite Broadband. Our website has all the latest information about the services we offer. You can find it at www.freedomsat.co.uk

You’ll always get the fastest broadband we can deliver to your modem. Plus, you can choose a monthly download GB limit to suit you. On top of this, we bring you a Data booster purchase option if your standard data is consumed.

4. Our obligations

Our Sales staff will be pleased to explain our services and terms and conditions to you before you sign-up. Installation of your equipment can either be from a professional installer or by yourself. Once it’s setup a simple PIN is entered and the internet service will be activated.

Freedomsat carries out preventative and corrective maintenance over its networks and services. Our aim is to minimise inconvenience and correct faults.

We have a customer portal to enhance your customer experience and to help you monitor your service; we recommend all customers use this portal before reporting any perceived issues. Free access to your portal allows you to check data usage, signal, and other information about your service and also the ability to purchase extra data as required.

5. Billing and payment

We invoice our customers monthly in advance, we offer discounts for larger prepayments so please contact our accounts team for the latest offers. We are pleased to deal with any queries you may have and our accounts team are available Monday to Saturday between 0830 and 1730 BST to do so.

You can pay your bill by recurring card charge which is a simple and secure way to pay your bill online. If you are a new customer this is set up during the sales process where you will submit the details of your preferred card to be charged at the value of the subscription you have selected.

We list all our prices on our website. You can also ask us to send a paper copy of these – just talk to our sales team. We may change these from time to time either permanently or for limited periods (offers and promotions), and will provide public notification in advance of such changes to our customers.

Customers are required to pay their bills on the due date for payment shown on their bill. Where this doesn’t happen then Bentley Walker may chase payment by calling the customer and/ or sending reminders. If there is no response to this contact and/or full payment of the arrears is not made, then the customer’s services may be suspended. The customer will be reminded that continued non-payment will lead to full disconnection of the service. We will follow this by debt recovery procedures which would include disclosure of relevant customer information to the appropriate credit vetting agencies leading to a possible bad credit history. Any debt recovery procedures will be carried out professionally and in accordance with relevant UK legislation and best industry practice In the unlikely event that Bentley Walker  were to disconnect a customer incorrectly the customer would be reconnected free of charge.

6. Leaving process

You may cancel any of your products or services at any time. However, if the product or service has a minimum term, you may have to pay for ending it early. To cancel a product or service, please complete the cancellation form available from (cancellation form link) and a member of our cancellation team will contact you regarding next steps.

7. Complaint procedure

If you’re unhappy with our service, please let us know as soon as you can. We’ll do our best to put things right, so you can carry on enjoying your services again. We’ll also use your feedback to improve our service where we can. We are fully committed to addressing all complaints, fully and fairly, and in a reasonable time frame. If you have a complaint, you can find out how to take it forward by reading our Complaints Code of Practice which is available on our website at (Complaints code of practice link)

8. Special needs

Bentley Walker believe that everyone is entitled to access our services, If you have any special requirements to access our services contact our sales team and they can discuss possible solutions.

9. Confidentiality of customer information

Bentley Walker take great pride in looking after your details. We will not disclose any information with third parties. Some circumstances may required by law to disclose information. Such requests normally come from Statutory Authorities like, Police Forces, Customs and Excise etc. All disclosure will be strictly controlled and in accordance with current UK legislation, in particular the Data Protection Act 1998.
10. Communications with customers

Communications with our customers is important to Bentley Walker customers can contact us by phone or at any time by e-mail.
It’s our intention to make all our customers aware of services and special offers that may be relevant using various media. These offers will be made available at appropriate times.

Download : Code Of Practice