Terms and Conditions

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern CATalyst Systems Ltd’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘CATalyst Systems’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is at Unit 15B, Colomendy Industrial Estate, Denbigh. LL16 5TA

The use of this website is subject to the following terms of use:

• The content of the pages of this website is for your general information and use only. It is subject to change without notice.
• This website is designed using the Umbraco engine. It uses cookies to enable code to run properly and monitor what is happening but none of the cookies breach the EU Privacy Directive. If you do allow cookies to be used, they will, however, include such items as ASP.NET Session ID, Stat Counter and/or Google Analytics.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
• This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
• All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
• Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
• From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
• Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

Notices and Complaints:-

• You may give notice to us by delivering or posting such notice to the address show on our website under "Contact Us" which, at the point of this agreement is CATalyst Systems, Unit 15B, Colomendy Industrial Estate, Denbigh. Denbighshire. LL16 5SB or as otherwise amended from time to time on our web site. 
• We are able to give notice to you by delivery, post, or by e-mail to the address and telephone number (as applicable) set out in your request for the services.
• Any information relevant to this agreement that may be varied over time will be detailed on our website www.catsatwales.co.uk. In the event that this address is changed for any reason, we will notify you of the new location either by way of forwarding from the original web link or by other direct notification means including e-mail.
• Either party may amend their details at anytime providing advance written notice is given to the other.
• If you have any complaints about the services or equipment you can send these in writing to the address at the head of the agreement or by e-mail to enquiries@catsatwales.co.uk.

Complaints Code of Practice:-

CAT Sat Wales provides fast broadband on behalf of SES, Tooway, Avanti & Hughes on their satellite systems.

CAT Sat Wales is required by Ofcom to publish a code of practice containing details and information on how we work to solve customer complaints and disputes and the options available to you if we can't do that within 8 weeks. This code applies to domestic or small business customers and is defined below.

Terms and Conditions:-

When you first entered into an agreement with us you'll receive a set of Terms and Conditions (T&C's) which details how we provide the sat service to you. A full copy of our T&C's can be downloaded from our download page or by contacting us.

Complaints handling and alternative dispute resolution procedures:-

We hope that you'll never have reason to complain about any aspect of our services. However if there is something that you're not happy with you should contact the office on 01745 816611 first and we'll try to solve your issue quickly where we can, but there may be times when it may take time to resolve.

CAT Sat Wales complaints procedure:-

Step 1 - Contact the office

If you need to contact us this can be done so by phone, e-mail or letter. We normally ain to resolve complaints within 2 working days

You can call us between 9:00 am and 5:30 pm Monday to Friday and 9:00 am to 1:00 pm on Saturdays. 

Phone:- 01745 816611
E-Mail:- enquiries@catsatwales.co.uk
Post:-    CATalyst Systems
              Unit 15b
              Colomendy Industrial Estate
              Denbigh
              Denbighshire
              LL16 5TA

Do not forget to include:-

Your full name & address
Your Account Number
Which ISP you have subscribed to
Details of your complaint
Your resolution requirements
An alternative daytime contact telephone number

If we can't get hold of you by phone we will endeavour to e-mail you or write to you.

Step 2 - Escalate the complaint

If you are not satisfied with our response, you can ask us to reconsider the issue. If your complaint still isn't resolved you have the option to escalate this to the office manager. If your issue is still unresolved you should follow the procedure below.

The office manager would aim to resolve this issue within 48 hours.

Step 3 - Contact the 3rd party independent advisers.

You may find it useful to contact the Internet Service Providers Association (ISAP) at www.ispa.co.uk

Step 4 - Contact Cisas

If after contacting us we have not resolved your complaint within 8 weeks or if there is a deadlock situation, you may refer your complaint to Cisas, free of charge. Deadlock arises when we believe we have done everything we can to resolve your complaint but can't reach an agreement with you. You must have followed our escalation process before you can request a deadlock and we will be unable to send a deadlock letter if we are still working to resolve your complaint of if your complaint falls outside the remit of Cisas.

Cisas is an independent dispute resolution scheme, approved by Ofcom. Please ensure that you read Cisas guidelines to ensure that your complaint satisfies the conditions for referral. https://www.cisas.org.uk  

When your complaint goes through Cisas an independent assessor will review your complaint and make a decision about how to settle it.

Contact details:-

Cisas
International Dispute Resolution
70 Fleet Street
London
EC4Y 1EU

Tel:- 020 7520 3800
www.cisas.org.uk

Ofcom:-

As the communications regulator- Ofcom are there to ensure, among other things,  that all Communication Providers have a Complaints Process in place that meets certain criteria. Ofcom don't investigate individual complaints on behalf of the consumer or adjudicate, but they can provide guidance on the complaints process as stipulated in Steps 1-4 of this Code of Practice.