As a supplier of Telephony products and services we are required by Ofcom to publish a Code of Practice (COP) outlining the key information concerning the services we provide, our support procedures and complaints resolution process.
We also recommend reading our Telephone Service Terms & Conditions.
Switchconnect and Switch Telecom are trading names of Equiinet Limited.
Virtual telephone numbers, Intelligent Voice Routing (IVR) services including telephone menus and voice mail, fixed line telephone services, Voice-Over-IP (VoIP, aka Internet Telephony) Services, and VoIP telephone hardware. Through sister companies in the group we also offer Internet services including broadband and leased lines, domain name registration, and web and email hosting services.
You can order our products and services online via our website (http://www.switchconnect.co.uk) or via telephone, where our sales advisors will also be happy to answer any questions about our product range.
We always aim to ensure that all pricing information clearly states which charges are included or excluded, and make all reasonable endeavours to ensure pricing information is accurate, and up-to-date at the time it was published. You will find our current pricing on our website (http://www.switchconnect.co.uk).
Many products offer annual, or bi-annual billing arrangements, although some Internet access solutions are paid for monthly by credit or debit card.
Refunds and compensation will be considered on a "per case" basis depending upon the package you have with us, and the circumstances that have created such a request.
Our terms and conditions, along with details contained on certain pages of our website during special offers contain information pricing and contract details. We therefore strongly advise customers to read them carefully before signing up to avoid any confusion or disappointment.
Terms and conditions including details of our minimum contract period, along with cancellation procedures can be found within our Terms & Conditions at http://www.switchconnect.co.uk/docs/Terms_and_Conditions.pdf.
We pride ourselves on offering a high level of service to all our customers, however we understand that sometimes things go wrong and misunderstandings can occur.
If you are already speaking to a member of our sales, support or customer services team your first course of action should be to address the matter with them, quite often complaints can be resolved immediately where a simple misunderstanding has occurred.
You are welcome to ask to speak to another member of our staff about the matter, or have the issue raised with a more senior staff member, by calling us on on 01666 666 610 or e-mailing: firstname.lastname@example.org.
If you are dissatisfied with the solution offered, then we request that you raise a formal complaint by writing to us at:
Orchard Business Centre
13-14 Orchard Street
We will investigate, respond to (within 5 working days), and conclude efficiently, professionally and in a timely manner any complaint submitted.
To help us know the facts please include any past correspondence, your full account information, brief summary of the issue you would like investigated, and your preferred resolution.
If you have still been unable to resolve your complaint satisfactory after a period of 8 weeks or if we write to you to say that "deadlock" has been reached, you may refer your complaint to the Communications and Internet Services Adjudication Scheme (CISAS) of which we are a member.
You can write to CISAS at:
24 Angel Gate
Alternatively you can telephone them on 020 7520 3814, e-mail email@example.com or visit their website at: www.cisas.org.uk.
This code of practice is published on our website (http://www.switchconnect.co.uk/code-of-practice/). Additional copies are available on request free of charge to any domestic and small business customer. It is also available in large print if required.