Code of practice

Regarding Complaint Handling and Dispute Resolution for Domestic and Small Business Customers


IDNet is focussed to provide high-performance broadband, leading-edge web design, high-security enterprise web hosting and secure network solutions for businesses and individuals.

Established in 1996, IDNet's network drives broadband to its full potential. State of the art Web Design services and web Content Management Systems, protected in high-security facilities are utilised by Enterprises and UK Government agencies.

Contact details

Bridge House
30A Bridge Street

Customer service phone number: 0800 331 7000
Customer service email:

Terms and conditions, including prices and tariffs

Our services

Telecommunications - including voice communications and broadband Internet connections, secure website hosting and website design.
As listed, amended and updated from time to time on our website at:


Contact us by telephone on 0800 331 7000 or via the details on our website:

Pricing information

Prices are available online at: or via telephone/email (see above).

Service Level Agreement (SLA)


Service Provision - No SLA.
Service will be installed with a minimum lead time of 10 business days. Service provision is subject to engineering availability and third party networks - additional works may be required that are not detected in the suppliers desktop survey, hence a maximum lead time cannot be quoted. The committed installation appointment is not a committed completion date.

Fault Resolution - Refer to Care Level chosen at the time of order.

Leased Lines

SLA provided - Refer to supplied documentation at the time of order for your SLA.

Contract conditions

Available online at: - broadband contract length depends on the package chosen and will be detailed in the ordering pages, on your pre-contract summary (for orders placed after April 2022) and in the customer portal. Termination must be made in writing via email or post (see above). Early termination of broadband contracts will be subject to an early termination fee of £10 ex vat per month of contract remaining, an additional £10 ex vat per month fee will apply if you terminate a linked 'Centrex Single Line VoIP' service. Early termination of leased line contracts will also be subject to an early termination fee which varies by circuit, please contact us for details.

At Risk/Vulnerable persons

Here at IDNet, we treat all Customers with the same care, dedication and importance with service being provided/faults resolved in line with supplier outlined service levels and Terms and Conditions of service

Of course, if our resources were to be under pressure due to an unexpected event (e.g. Major Service Outage) then we would prioritise those At Risk/Vulnerable customers. Should you deem yourself to be At Risk or Vulnerable, this should be advised to us in writing or at the point of order for consideration.

Customer service

Compensation or refund policy

Any refunds will normally be made via your regular payment method (direct debit or card), should we not be able to make a refund via this method we will issue a cheque.

Complaints procedure

Should you not be satisfied with your service or support received from the Team you can register a complaint in writing to or by letter to

Customer Services
Bridge House
30A Bridge Street

We will endeavour to reply within 2 working days of receipt of a complaint.

Alternative dispute resolution procedure

If we have not resolved your complaint to your satisfaction after 3 months or if you have received a letter from us saying that your complaint has reached deadlock, you may make a complaint through Ombudsman Services, an independent alternative dispute resolution scheme. (address details below)

Contact details of related organisations

Ombudsman Services: Communications
PO Box 730

Telephone 0330 440 1614
Web site:

How to obtain this Code of Practice

This Code of Practice is published on our Web site at Additional copies are available on request and free of charge to any domestic and small business customer.

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 Web site at