Code of Practice

Complaint handling and dispute resolution for small business customers 

1. Introduction 

EIPS Telecom Limited trading as Intinfra is a provider of telephone call services, line rentals, broadband and connectivity solutions to businesses. 

2. Contact details 

Address

Intinfra

8 Hardy Close 
Chain Caul Way
Preston 
Lancashire 
PR2 2xP

Telephone

0844 824 6060 

Fax

0871 231 1211 

Email

This email address is being protected from spambots. You need JavaScript enabled to view it.  

Website

www.intinfra.co.uk 

3. Terms and conditions, including prices and tariffs 

Our services

We offer call services via various providers, charged monthly in arrears, together with broadband, connectivity and line rental services, which are charged monthly in advance. Contact numbers for more information are given in section 2. 

Access

Order forms for all services are available via our offices - please see section 2 for contact details. 

Pricing information

Tariffs are dependent upon call volume. Clients can obtain a quotation or a revision by calling the number in section 2. 

Contract conditions

For details of our minimum contract period for calls, line rentals and broadband, please see our Terms & Conditions document, which can be accessed via our website at www.intinfra.co.uk or by calling us on 0844 824 6060. Contracts can be terminated by notifying us in writing at the address provided in section 2. 

4. Customer service 

Compensation or refund policy

Any overcharges that may occur will be refunded against outstanding amounts, credited to the customer’s account or repaid as agreed with the client. 

Complaint handling process

Please respond by calling the number in section 2, in writing, by email to This email address is being protected from spambots. You need JavaScript enabled to view it. . Should you not receive a satisfactory response or resolution within 2 weeks, please call 0844 824 6060 and request escalation via the Customer Service Manager. 

Alternative dispute resolution procedure

If we have not resolved your complaint to your satisfaction after 8 weeks, or if you have received a letter from us saying that your complaint has reached ‘deadlock’, you may make a complaint through Otelo (please see section 6), an independent alternative dispute resolution scheme. We can provide you with details of this service. Call us on 08448246060 or email This email address is being protected from spambots. You need JavaScript enabled to view it. for more information 

5. How to obtain this Code of Practice 

This Code of Practice is published on our website at www.intinfra.co.uk. Additional copies are available on request and free of charge to small business customers. 

6. Contact details of related organisations 

Address

Otelo 
PO Box 730 
Warrington 
WA4 6WU 

Telephone

0845 050 1614 
01925 430 049 

Email

This email address is being protected from spambots. You need JavaScript enabled to view it.  

Website

http://www.otelo.org.uk 

7. Additional information 

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The guidelines for producing codes of practice are on Ofcom’s website at http://stakeholders.ofcom.org.uk/binaries/telecoms/ga/complaints-handling-code.pdf 

Intinfra is a trading name of EIPS telecom Limited registered office 17 Lee Lane, Horwich, Bolton, BL6 7BP