At Switch, we are committed to providing you with the highest levels of customer service, and this Charter sets out how we plan to achieve this.

Communication

• Making it as easy as possible to contact our technical support team, during office hours by phone or by email.
• Making it as easy as possible to contact our sales and administration teams, during office hours by phone or by email.

Accuracy

• Providing clear, complete and accurate information on our products, services and pricing, on the phone, online and via email or post.
• Providing accurate bills.
• Making our bills easy to understand and providing the detail you need.

Performance

• Ensuring that in every aspect of our work, each individual is responsible and accountable for the quality of their work.
• Continuously enhancing and improving the network to ensure that the service we provide continues to meet and exceed the expectations of our customers.
• Working with our customers to correct any problem and taking action to ensure that the problem does not recur.

Integrity

• In all our dealing and at all times striving to promote professionalism, courtesy and respect for all our Customers.
• Making certain that should the level of service we provide fail to meet your reasonable expectations, we take steps to rectify the situation, as soon as it is brought to our attention. In the event that you are not happy with the resolution provided, we will endeavour to escalate and resolve the issue within the relevant department.
• Providing a formal, documented Customer Complaints Procedure for issues that cannot be resolved within the departments concerned (see below for full details.)

Privacy and Security

• Treating your personal information in the strictest confidence.
• Ensuring that details of your service are only discussed with you or your authorised representative.
• All credit/debit card details given over the Internet are encrypted and securely protected in accordance with the Data Protection Act 1984.
• No personal or financial details are left unencrypted on a remote server, and such details are never sent by internet email.

Complaints Procedure

Our complaint procedure aims to resolve your problem as quickly as possible. At all stages of this process we will endeavour to acknowledge receipt of your complaint on the day it is received and to provide a full response within a further five working days. This procedure is designed to address problems that we have failed to resolve to your satisfaction, within the appropriate department.

Stage 1

Initially your complaint should be addressed to service@switchmedia.co.uk or contact the Customer Services team on 0151 236 9111 Option 5.

Your concerns will be fully investigated by the department, who will aim to respond fully.

Stage 2

If for any reason, you are not satisfied with our response, you should write to the:-

Customer Service Manager
Switch Media PLC
17-19 Fenwick Street
LIVERPOOL
L2 7LS

After acknowledgement of your letter, we will make a full independent assessment and then provide a complete, written response.

Stage 3

If you feel that your concern still remains unresolved having received the written response from stage 2, please write to the Directors, enclosing all previous correspondence:-

The Directors
Switch Media PLC
17-19 Fenwick Street
LIVERPOOL
L2 7LS

A Director of the Company will investigate your complaint in detail, the result of such investigation will be passed back to the Customer Services Manager to report to you in detail of any such findings and the proposed resolution to the situation.