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Rev 5-01/05/2005
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. 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/about.php 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, 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 CISAS (Communications and Internet Services Adjudication Scheme) who will act as independent arbitrator. To initiate this
procedure, you should contact CISAS directly as per the detailsbelow:
CISAS
c/o The Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1A 2LP.
Telephone: 020 7421 7444
Fax: 020 7404 4023
E-mail: cisas@arbitrators.org
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