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The Code of Practice is to provide consumers with a statement of the
services available from Swiftcall for residential and small business consumers in accordance with the Communications Act 2003. It details and describes the services and the support facilities available, and how to contact Swiftcall for support or assistance and what you should do in the event you wish to make
a complaint.
Swiftcall Limited is one of the best established telecoms companies in the UK, offering a complete range of low cost international telephone services for business and residential customers, our residential account service can be accessed via landlines, mobiles and phone boxes throughout the UK, even when travelling abroad. To find out more about Swiftcall visit our web site at www.swiftcall.co.uk.
Sales Assistance
Phone: Sales assistance lines for general enquires or to re-credit your account are open between 8am and 6pm Monday to Friday by calling
0800 769 0022.
Email: you can email Sales Assistance by clicking here.
Customer Services
Phone: Customer Services lines are open between 9am and 5pm Monday to Friday [excluding some bank holidays]. By calling Freephone 0800 769 9999 you can speak to one of our Customer Services Agents who will deal with your enquiry. Outside of office hours a voice mail facility is available for customers to who wish to leave a message.
Letter: If you prefer to put your enquiry in writing
you can send a letter to the following address:
To: KDDI Europe Limited
Swiftcall Customer Services
7th Floor, Tower Bridge House
St. Katharine's Way
London
E1W 1BA
Fax: you can fax Swiftcall at 0800 769 5821. You should include your customer account number and a contact telephone number so that we can deal with your enquiry quickly and efficiently.
On-Line: you can send your complaint by visiting www.swiftcall.co.uk and completing our customer on-line form.
Asian Desk
Phone: you can contact Swiftcall operators between 8am and 6pm Monday
to Friday and by calling 0800 769 7777.
On-Line: you can email the Asian Desk by completing our customer on-line form.
Business Sales Assistance and Customer Service
Phone: you can contact business operators between 9am and 5pm
Monday to Friday (excluding some bank holidays) by calling 0800 769 222.
On-Line: you can email the Asian Desk by completing our customer on-line form.
Swiftcall is committed to providing the lowest cost international telephone rates with quality customer services. Swiftcall continues to focus on new product development in response to customer requirements.
Swiftcall offer a wide range of telephone services. Our Residential Account
is a prepaid service that can be used from a home phone, pay/public phone, mobile phone or phone at work. With our Unlimited service, for a monthly subscription fee you can avail of free international and UK calling available
for residential use (free international calling to specified destinations). Swiftcall also offer Business Accounts on a prepaid and post paid service aimed at small and medium sized business who are keen to keep costs to a minimum. The advantage of the business post-paid service is the facility to have one account with sub accounts where each one is billed separately. For further information on our products and servicesvisit www.swiftcall.co.uk.
Swiftcall aims to deliver an excellent service with a range of products and services designed to meet customers requirements. The formal details of relevant service terms and conditions and our contractual relationship with customers on our customer application forms are available on request and
are also available at www.swiftcall.co.uk.
Ordering Service
Anyone wishing to order our service can contact Swiftcall in writing, by phone, fax, e-mail and online at www.swiftcall.co.uk. No installation is required to avail of our services
Cancellation
If you would like to close your Swiftcall account it will be necessary to notify Swiftcall in writing with the following information
  Account number
Name and Address
Password
To: KDDI Europe Limited
Swiftcall Customer Services
7th Floor, Tower Bridge House
St. Katharine's Way
London
E1W 1BA
Swiftcall will close your account and refund any remaining prepaid balance provided your account is still active and the balance is £5 or more (subject to terms and conditions). Swiftcall Unlimited subscription payments however are non-refundable when you close your account.
Repair
Swiftcall will use its reasonable endeavours to fix fault as soon as it can.
Pricing
Swiftcall prices are available on our web site and also in paper form from customer services and are subject to change.
Billing
Swiftcall invoice post paid customers on a monthly basis and accepts payment by credit/charge card, direct debit, electronic transfer, cheque and postal order for its services. The Swiftcall Unlimited service monthly subscription is payable monthly in advance by credit/debit card only.
In the event a customer fails to pay for the service Swiftcall reserves
the right to charge interest on any overdue amount and suspend/cancel
the service.
Swiftcall will provide call summaries itemising calls made by e-mail or
by post on request.
Contact
Phone: Customer Services lines are open between
9am and 5pm Monday to Friday [excluding some bank holidays]. By
calling Freephone 0800 769 9999 you can speak to one of our Customer
Services Agents who will deal with your complaint. Outside of office
hours a voicemail facility is available for customers to who wish
to leave a message.
Letter: If you prefer to put your complaint in
writing you can send a letter to the following address:
To: KDDI Europe Limited
Swiftcall Customer Services
7th Floor, Tower Bridge House
St. Katharine's Way
London
E1W 1BA
Fax: you can fax your complaint to 0800 769 5821.
You should include your customer account number and a contact telephone
number so that we can deal with your complaint quickly and efficiently.
On-Line: you can send your complaint by visiting
www.swiftcall.co.uk and
completing our on-line form.
Process
We will acknowledge all complaints received by letter, fax, e-mail or on line within 2 working days of receiving your complaint. Every effort will be made to resolve all issues immediately. Where this is not possible we will provide you with your unique reference number and inform you of the length of time we expect it to take to investigate and resolve the complaint.
Swiftcall endeavour to resolve all complaints as quickly as possible and to your satisfaction. Where possible your complaint will be resolved on the first point of contact.
We have set procedures for dealing with specific types of complaints.
Service Degradation/Repair: Customer Service Agents will test all line faults immediately. Faults that persist will result in the generation of a Trouble Ticket that in turn is sent to our Technical Team to investigate. We will respond to you immediately informing you of the action to be taken, assigning a unique reference to your query and informing you of the length of time it is envisaged it will take to resolve the issue. Once the issue has been resolved we will respond to you with the outcome, usually within 2 working days. Where a swift solution is not found we will update you regularly of our progress.
Billing queries: all complaints in relation to billing can usually be handled at first point of contact. Customer Service Agents can refund calling credit where it is deemed appropriate. Where the agent is unable to resolve the issue on the spot we will provide you with a unique reference number and inform you of the timeframe within which we expect to resolve within 5 working days.
Credit Card queries: Customer Service Agents will establish if a credit card has been charged incorrectly and then send a refund request to the
Administration Team who will process the refund within 5 working days. All refunds are processed the same day each week.
Non-connection: Customer Services Agent can usually deal with
non-connection problems at first point of contact that are related to user difficulty. Where there appears to be a technical reason for the calls not connecting the Customer Services Agent will raise the issue with our Technical Team and assign a unique reference number to the complaint. Swiftcall shall respond within 4 working days and shall endeavour to resolve all non-connection complaints without delay.
If you are unhappy with the way in which our Customer Service Agents are
handling your complaint you can request to have your complaint escalated to a Customer Services Supervisor. He or she will discuss the complaint with you and reach a satisfactory solution.
If, having spoken with the Customer Services Supervisor you are still not happy with the way that your complaint is being handled you can ask for the matter to be escalated to the Commercial Operations Manager.
One you are happy with the solutions provided for your complaint, the matterwill be closed and the complaint details will be kept on file for one year.
However if you are still not happy with the way that your complaint is being handled we offer a Complaint Review Service, Please phone the following number 0845 033 8204, if you so wish you may write to the Complaint Review Service by phoning the above number for address details.
Once a complaint has followed our complaint process and a complaint is
unresolved we shall explain the final outcome in a "deadlock" letter.
In the event that you are still not happy having followed the procedures
outlined above, after twelve weeks from the date of your complaint, you may then refer your complaint to Otelo (Office of the Telecommunications
Ombudsman) or to a court. If you wish to refer your complaint to Otelo you must do so within 6 months from receiving the "deadlock" letter.
Customer rights and obligations are set out in the relevant service terms and conditions, current versions are available by visiting www.swiftcall.co.uk.
As Swiftcall operates as an indirect service provider any customer queries regarding number portability should be referred to the relevant number service provider.
Swiftcall treats any customer information in confidence and shall not disclose it to anyone except the individual customer, or in accordance with instructions given by a customer to Swiftcall. However there are certain circumstances where Swiftcall may be required by law to disclose such information in accordance with current legislation as varied from time to time.
Where customers inform Swiftcall of special needs either on the commencement of service or generally on an ongoing basis, Swiftcall shall use its reasonable endeavours to satisfy these needs, such as the use of larger print for formal communication such as invoices and information documents, Swiftcall shall provide any of its literature, including this code, in large print on request by contacting customer services. For visually impaired customers information is available by calling Swiftcall's designated freephone number and using the number prompt to access frequently asked questions.
Swiftcall accounts will expire automatically if they remain unused for 182 days and the remaining balance is non-refundable. If you wish to keep your account active it will be necessary to make one call in every six month period. If you account expires and you try to make a call you will hear the following message.
'Swiftcall regret that your call cannot be completed at this time. Please call our customer services on 0800 769 9999 from Monday to Friday between 9am and 5pm. Thank you'
If you call one of our Customer Service Agents during this time your account can be re-activated for you. You will be required to provide your chosen password or other unique information about your account in order to proceed.
Swiftcall usually make direct contact by phoning customers or via e-mail. Swiftcall is committed to communicating with its customers and potential customers in the most effective and cost efficient manner through advertising in various media including radio, newspapers and magazines. Swiftcall produce monthly on-line newsletters and information on products and services is available by visiting www.swiftcall.co.uk. Swiftcall also offer promotions and provide an affiliate programme to advertise the services available.
Swiftcall recognise its social responsibility to contribute to the resolution of environmental issues by promoting good practice throughout the Company. This commitment is demonstrated through minimising waste and re-cycling where practical. Swiftcall also endeavours to continually ensure employees are kept aware of our social and environmental duties and are dedicated to seek continual improvements.
Ofcom has approved this Code of Practice, Swiftcall shall publish revisions to this Code of Practice when required.
Ofcom (Office of Communications)
Ofcom Contact Centre
Riverside House
Southwark Bridge Road
London SE1
Tel: 0845 456 3000 or Fax: 0845 4563040
E-mail: contact@ofcom.org.uk
Otelo (Office of the Telecommunications Ombudsman)
Wilderpool Park
Greenall's Avenue
Warrington WA4 6HL
Tel: 0845 050 1614 or Fax: 0845 050 1615
Website: www.otelo.org.uk.
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