1. About this Code
This Code explains how Talbris supports business customers, communicates service and pricing information, handles billing and manages complaints. It replaces earlier website versions but does not override an agreed customer contract.
2. Contact details
- General enquiries: info@talbris.co.uk
- Sales: sales@talbris.co.uk
- Technical support: support@talbris.co.uk
- Billing: billing@talbris.co.uk
- Complaints: complaints@talbris.co.uk
- Telephone: 0333 335 6481
Standard service hours are 08:00–20:00 Monday–Sunday. Messages may be submitted at any time; contract-specific support and SLA hours may differ.
3. Sales, marketing and contracts
Talbris aims to make promotions clear, accurate and fair. Before an order is agreed, we provide the available service, recurring and one-off charges, contract term, important limitations and applicable cancellation information. Orders may be completed through signed forms, an authenticated online process or another verified agreement.
4. Broadband speed information
Advertised package speeds are not a guarantee for every address. Before order, Talbris will provide the available estimate or service specification using line, postcode, survey and network information as appropriate. Dedicated services use the committed specification and SLA in the customer order.
For independent information about broadband speeds, visit Ofcom’s broadband-speed guidance.
5. Service, faults and cancellation
Faults can be reported by email at any time and are handled according to the applicable support arrangement and SLA. Where a cooling-off or contractual cancellation right applies, the relevant process and charges will be explained. Equipment that must be returned should be sent back within five days, unused and in its original packaging, unless the applicable terms state otherwise.
6. Billing and payments
Line rental and recurring services may be billed in advance, with usage billed in arrears. Direct Debit is normally collected 14 days from invoice. Invoice disputes should be raised with billing@talbris.co.uk within 14 days. Applicable terms may allow interest, restriction, disconnection or debt recovery when balances remain unpaid.
7. Numbers and service controls
Eligible telephone numbers can normally be retained when switching, subject to portability and provider requirements. Customers may request directory preferences and controls for premium-rate or number-translation services. Malicious-call concerns should be reported to support@talbris.co.uk and may require cooperation with other operators or the police.
8. Accessibility and vulnerable customers
We aim to provide appropriate support for customers with accessibility or vulnerability needs. Contact support@talbris.co.uk and explain the communication or service adjustment required.
9. Complaints and independent help
Email complaints@talbris.co.uk with the account details, issue, relevant dates and preferred response method. We will log, investigate and explain the outcome and any further escalation available.
Eligible residential and small-business customers may have the right to use an Ofcom-approved alternative dispute-resolution scheme. We will provide the applicable scheme name and contact details through the complaints process and relevant customer documentation. General guidance is available from Ofcom.