Code of Practice

Our philosophy is one of complete transparency, and we aim to demonstrate this in every aspect of our service, practices and operations. The purpose of this Code of Practice is to inform you of your relationship with us, and to bring to your attention important details concerning your purchase of services from us.

Who we are

Birchills Telecom Ltd operates from:

200 Rookery Lane, Aldridge, Walsall, West Midlands WS9 8NP

Telephone: 01922 21 33 33

Key information

Our website contains everything you need to know about who we are, our business, and the services we provide. In particular, we'd like to draw your attention to:

Accessibility statement

If you have a disability and need help to get the most out of your telephone, contact us on 01922 21 33 33 or by email about access features that can help you stay in touch. We may not be able to offer access features ourselves, but we'll certainly point you in the right direction by explaining what's available, any applicable pricing, and how features can be set up — whether through us or your underlying mobile or fixed-line provider.

If you can't speak or hear on your phone, the Relay UK service (formerly the Next Generation Text Service) could help. It consists of relay assistants who relay phone conversations between a text-user and a phone-user: the text-user "talks" by typing to the relay assistant, who speaks their words to the phone-user, then types the phone-user's spoken reply back. We don't offer text relay services ourselves, but the Relay UK site explains how it works and the devices it operates on.

If you're unable to access directory information, let us know by email and we can arrange to supply that information in a form you can use. Equally, if you need your bills in an alternative format, please let us know.

If you have a fault with your service, let us know by email and we'll prioritise your fault and get it fixed as quickly as we can.

If you have any questions about how to access our services, we'll help you get the best out of your telephone service. And if you have difficulty contacting us yourself, we're very happy to talk to a trusted family member or friend about how we can help — our customer service staff are well equipped to do so.