Rev 6-25/02/2016

Our mission is to provide the best ISP service in the UK both directly to our business solutions customers and via our partners to our end users. We aim to respond within 2 hours during normal working hours, although urgent issues may be responded to much quicker dependant upon the type of product and issue (See product specific SLA https://www.swiftinter.net/sla ). We guarantee to respond to general enquiries by the end of the next working day. To ensure that any complaints can be fully investigated and resolved satisfactorily, Swift Internet has a clearly defined procedure that is readily available to all customers as follows.

Step 1

In the first instance, we ask that customers should contact a member of staff in the relevant department. If the complaint is account related, an Accounts/Credit Control adviser should be contacted; if the complaint is support related, it should be a Technical Support adviser; if more general, a Customer Services adviser. Telephone contact numbers for various departments may be found at:
http://www.swiftinter.net/terms-and-conditions/company-information/ or alternatively raise a ticket via the helpdesk system which can be found at: http://www.swiftinter.net/support/. An adviser will take all relevant information regarding the complaint and will investigate thoroughly and, where possible, resolve the issue directly.

Step 2

In most cases, no further action will be necessary. However, if the adviser is unable to resolve the issue to your complete satisfaction, your complaint will be escalated to the department’s Team Leader, who will contact you within four hours and undertake further investigation. The Team Leader will then report back to you within 48 hours.

Step 3

Customers not satisfied with the resolution or explanation provided can make a further written complaint to the relevant department’s manager who will respond in writing within 14 days of receipt.

Step 4

In the event that all the above procedures have been followed and completed without eliciting an acceptable response or proposed resolution, the manager will provide the necessary instructions to enable a written complaint to be made to the Managing Director who will respond in writing within 30 days of receipt.

Step 5

As Swift Internet is a member of the Internet Service Providers Association (ISPA), if you are not satisfied with the terms of any proposed resolution or explanation contained in the reply sent to you by Swift Internets Managing Director, you will have the option of raising a case with the appointed arbitrator. To initiate this procedure, you should make a complaint at: https://www.ombudsman-services.org