South West Communications

• Tel: 01392 369 369
• enquiries@swcomms.co.uk
• Service: 0844 871 20 20
• Support: 09066 616666

Codes of Conduct - South West Communications Group

Please select from the following options:
Finance
Sales & Cancellation
Complaint Resolution

 

SWT Finance Ltd Code of Practice Regarding Complaint Handling and Dispute Resolution

The following Code of Conduct follows recommended FSA guidelines:

1. Who we are and what do we do?

We are SWT Finance Ltd.

We supply finance solutions to business customers only when buying from South West Communications Group Ltd.

The purpose of this Code of Practice is to inform SWT Finance customers about some basic facts. A copy of this Code of Practice is freely available on our web site at www.swcomms.co.uk

Our business model is that we only do business with business customers and not the general consumer.

Our intention is to offer value and peace of mind based on mutually obliging and beneficial term agreements.  

Our web site is continually updated with the range of services we can provide. Please visit www.swcomms.co.uk.

We aim to be as helpful as possible and will respond to any posted instruction from a customer (none can be accepted verbally) within 10-working days of receipt.

If you wish to make a complaint, please contact us by phone in the first instance by calling Tina Backhouse on 01392 268268, or you may want to write to us quoting your agreement number. We will try to sort out your complaint quickly once you have contacted us.

We will acknowledge your complaint within five working days. If we need to investigate your complaint further to respond fully, we will tell you and will keep you fully updated.

If you are unhappy with the response you receive you may appeal in writing to Mr D H Langley, Managing Director.

We will send you a final response letter by the end of eight weeks after we received your complaint. This will either:

• Give our final view on the issues raised in your complaint and say whether we:

  • Accept the complaint and – where appropriate – are offering redress (compensation, apologies or other action); or

  • Are offering redress without accepting the complaint; or

  • Reject the complaint (giving reasons why we are doing this); or

• Explain that we are not able to provide you with a final response within the eight-week period, give the reasons for the delay, and tell you when we expect to give you a final response.

If you wish to make a complaint to the Finance & Leasing Association (FLA), you may phone it on 020 7836 6511 or get the relevant information from www.fla.org.uk. As a first step, the FLA will refer you complaint to our Chief Executive (or similar) who will make sure that we investigate it and send a response to you. If you are still not satisfied, the FLA will try to conciliate (help you reach an agreement) up to the time the matter is settled or is decided by the Financial Ombudsman Service or a court.

If you are not satisfied with our response, or with any delay, you may refer the complaint to the Financial Ombudsman Service.  We will give you their details and a copy of their explanatory leaflet, in the final response letter.

All contractual rights and obligations are listed in our agreements for the provision of our services. We do not provide services except in accordance with these terms. Copies are freely available on request.

If a customer has not paid their bill when it is due then we will send reminders. If a customer still does not pay or contact us to agree revised payment terms, then we will contact the customer confirming any action being taken.

Any customer information is regarded as being privileged and shall not be released to any other people unless instructed by a customer or other legislative authority.

We communicate with our customers in many different ways. In direct ways such as the telephone, post or with our sales staff, or via indirect channels such as our website and the media in general.

If you do not like the way we contact or communicate directly with you, then please just write to our Customer Services Supervisor and we will make the necessary changes by amending our data accordingly. All customer data remains confidential is not released to any other people.
 

Our organisation likes to provide equal opportunities for access to our services by all business customers whilst also being as mindful as possible towards environmental considerations.

We will review our Code of Conduct on a regular basis.  

You can contact us as follows:
SWT Finance Ltd
Communications House
Moor Lane, Sowton
Exeter, EX2 7JF
Telephone 01392 319319
e-mail swtfinance@swcomms.co.uk       web www.swcomms.co.uk

To contact the Financial Ombudsman (the ombudsman for the industry) please refer to:
www.financial-ombudsman.org.uk

 

Code of Conduct for Sales & Cancellation Processes (Network Products)

Initial Contact:
Initial contact is made with the customer, usually by phone, to establish potential customer requirements and opportunities for South West Communications Group to provide service and billing in the following Network Product areas:     

If a requirement is established then a customer meeting or further phone call is scheduled.

The Sales meeting / phone call:
The meeting is designed to build on the rapport established in the initial phone call and to explore more fully the customer’s requirements and the potential benefits to them in using our services.
 
Clarifying the requirement:
Having established a requirement for a service we outline our proposal to meet the requirement. This proposal will contain a quote which references not only the services offered but also the costs involved and the initial term.

The Sign up:
The customer completes the sales paperwork which contains the quote, the agreement, the Terms and Conditions and a direct debit. Charges are detailed as is the initial term of the agreement.

Processing:
The signed paperwork is handed by the sales person to the sales manager along with all internal paperwork for processing. This is then checked for accuracy and appropriateness and is signed as acceptable by:

If deemed acceptable the agreement is then passed to project management for implementation. Only when the agreement is fully implemented can the agreement be regarded as accepted in full by South West Communications.

Cancellation Process:
Customers are required to provide written notice of cancellations to Communications House by registered post to ensure there is no confusion about delivery of cancellation notices to South West Communications. Customers should always check the agreement properly first to make sure the terms of the agreement are properly complied with.

South West Communications will also review agreements to check if a customer has purported to cancel an agreement even if a written notice has not been received.

In both cases the contract is reviewed to establish if the customer has given the correct notice and/or discharged the customer’s obligations of sufficient notice, the initial term or subsequent annual renewal (that occurs automatically to ensure continued service).

If the customer’s obligations have not been completed then a contract settlement invoice may be generated in respect of the breach of contract for immediate payment by the customer.

Provision of Cancellation Information for Broadband and Mobile Phones:

To migrate a mobile phone to another service provider you will need a PAC code (Porting Authorisation Code) to give to your new provider. This will be provided to the customer on receipt of a correctly presented termination notice. If there is any termination, agreement or account problems to resolve then this may delay the process.

To migrate a Broadband connection to another service provider you will need a MAC code (Migration Authorisation Code) to give to your new provider. This will be provided to the customer on receipt of a correctly presented termination notice. If there is any termination, agreement or account problems to resolve, then this may delay the process.

Both PAC and MAC codes should be used as quickly as possible as they do expire. Once a PAC or MAC code has been provided to the customer or new supplier, then South West Communications has no influence on the subsequent transfer process.

 

South West Communications Group Ltd Code of Practice Regarding Complaint Handling and Dispute Resolution

The following Codes of Conduct follows recommended OFCOM guidelines:

1. Who we are and what do we do?

We are South West Communications Group Ltd.

We supply networks solutions to business customers only. This includes the provision of line rental, minutes from both fixed and mobile telephones, broadband telephony (talkiP™) and all the ancillary products and maintenance services that service providers supply to their business customers within an agreement.

Because services can often be tailored to the needs of individual customers, then the best way of explaining what South West Communications Group can offer is to contact us directly. Contact details are listed below.

2. The purpose of this code.

The purpose of this Code of Practice is to inform South West Communications Group customers about some basic facts concerning South West Communications Group that we believe will be helpful to the majority of people. A copy of this Code of Practice is freely available on our web site at www.swcomms.co.uk

3. General philosophy.

Our business model is that we only do business with business customers and not the general consumer.

Our intention is to offer value and peace of mind based on mutually obliging and beneficial term agreements.  

4. Range of services.

Our Services:   

Access to Services

Information and access to all our services can be obtained either by telephone, e-mail or letter by using the contact details below. In general, any service provided by BT can be supplied by South West Communications Group, but please always ask about availability first. Services will be provided under a customer instruction and this includes entries into the Phone Book for example.

Pricing Information

Because we regularly review our prices in light of the competitive market, then we always recommend customers contact us for the most up to date tariff and pricing details. Contact details below.

Contract details

We only use term contracts to suit the needs, security of pricing and supply for our customers. Various initial terms from 1-year upwards are available and the initial term of any contract is clearly identifiable above the signature line of the agreement. Contracts can be terminated at the expiry of any initial or subsequent term by giving 42-days notice. Contracts renew for annual periods to ensure continuity of supply for the customer. South West Communications Group do not charge any termination fees when the initial term and correct notice has been completed.

Billing Details

We bill once a month at the start of each month for the previous month’s calls, miscellaneous services and the next month’s rentals. A summary invoice is provided to the customer and a full itemisation of your bill is freely available by Netview from a secure part of our website - that customers can access by using their own user name and password. Payment is by direct debit usually on or around the 20th of the month. Contact details for any billing queries is 08701 217333.

Our web site is continually updated with the range of services we can provide. Please visit www.swcomms.co.uk.

5. Customer service.  

We aim to be as helpful as possible and will respond to any posted instruction from a customer (none can be accepted verbally) within 10-working days of receipt.

All complaints should be sent to our postal address for the attention of the Customer Services Supervisor. You will receive a response within 10-working days of receipt.

If a dispute arises from any complaint, then the matter is automatically escalated to the Commercial Director’s office for a mutually agreed resolution if possible. The Commercial Director’s office will be pleased to liaise with any party to help resolve the problem. Where South West Communications Group Ltd is in breach of any contractual obligations then compensation claims will only be considered on the basis of actual and demonstrable financial loss incurred as a direct consequence of any breach. As a matter of goodwill without prejudicing the position of South West Communications Group Ltd, all reasonable and proportional customer claims are given due consideration but no indirect consequential or third party losses are able to be included in any settlement.

South West Communications Group can also work with customers on business continuity proposals as a means to proactively manage and reduce the costs of potentially damaging risks to the customer.

South West Communications Group Ltd uses the Alternative Dispute Resolution mechanism provided by the telecommunications industry Ombudsman. If a complaint remains unresolved after 12-weeks from receipt of a letter of complaint from a customer, then the customer can refer to OTELO. A customer can refer a complaint to OTELO if South West Communications Group Ltd writes a letter to the customer saying that the issue has reached a “deadlock”. OTELO is an independent service and contact details are below.

Sales, pricing and cancellation queries are dealt with in accordance with the agreement signed by the customer for the term agreed and shall be addressed within 10-working days of receipt or written correspondence. 

Faults should be reported on 08701 603366 and customers enjoy a 2-working day response time.

Although we cite the above response times for customer service matters, we always try and better these service levels.

6. Customer rights and obligations.

All contractual rights and obligations are listed in our agreements for the provision of our services. We do not provide services except in accordance with these terms. Copies are freely available on request.

If a customer has not paid their bill when it is due then we will send reminders. If a customer still does not pay or contact us to agree revised payment terms, then we will contact the customer confirming a disconnection date unless the customer contacts us with an acceptable payment date. Contact details for any billing queries is 08701 217333.

Any customer information is regarded as being privileged and shall not be released to any other people unless instructed by a customer or other legislative authority.

7. Communication with customers.

We communicate with our customers in many different ways. In direct ways such as the telephone, post or with our sales staff, or via indirect channels such as our website and the media in general.

If you do not like the way we contact or communicate directly with you, then please just write to our Customer Services Supervisor and we will make the necessary changes by amending our data accordingly. All customer data remains confidential is not released to any other people.
 

8. Social responsibility.

Our organisation likes to provide equal opportunities for access to our services by all business customers whilst also being as mindful as possible towards environmental considerations.

To help victims of users that may abuse our services then we will work closely with any authority (including BT and the Police) that may assist in the prevention of this abuse.

We implement various equal opportunity policies we have in place and these are freely available for inspection.

9. Approval and review of the code.

We will review our Codes of Conduct on a regular basis and we will seek the approval of OFCOM if we make any major changes.  

10. Contact details.

You can contact us as follows:
South West Communications Group Ltd
Communications House
Moor Lane, Sowton
Exeter, EX2 7JF
Telephone 01392 319319
e-mail swtnetworks@swcomms.co.uk     web www.swcomms.co.uk

The following may also be of assistance:
OFCOM (the regulator for the communications industry)
Riverside House
2a Southwark Bridge Road
London, SE1 9HA                                 Telephone 0845 4563000

PhonepayPlus (the regulator for Premium Rates Services)
Clove Building
4 Maguire Street
London, SE1                                 Telephone 0800 500 212

OTELO (the ombudsman for the communications industry)
PO Box 730
Warrington
WA4 6WU                                             Telephone 0845 0501614