SWGfL Customer Charter
We're dedicated to the advancement of education through the use of safe, secure and appropriate technology. Our Customer Charter outlines our promise to you and forms the basis on which all our staff will work with you:
Working in partnership with you
As a not-for-profit charitable trust we use our aggregated purchasing power and extensive partnerships with a wide range of organisations to bring you the best possible range of services, tailored to meet your needs now and into the future.
Keeping things simple
We understand that technology can sometimes seem overly complicated and riddled with jargon, we work hard to ensure the information you need is simple to access and understand.
Providing expert advice and guidance
From Schools Internet Services to Online Safety and Education Resources you can rely on us to provide you with the highest quality advice and guidance.
In return, we ask that you:
Give us feedback, both positive and negative – about the service you have received
Always treat SWGfL staff with respect.
Make a Complaint
We aim to give the best possible service to all our customers. But if you are unhappy or dissatisfied with our service, you can write to us to tell us, to help us investigate your complaint it would help if you could include the following information in your communication to us:
What do you think we did wrong?
Tell us what you think we have done wrong. If you think we should have treated you differently, tell us how.
Please give us details of the evidence you would like us to consider
This is likely to refer to earlier correspondence between us. As we have this on file there is no need to copy it, but please tell us any parts that are most relevant.
If you are complaining about a technical issue please provide the call reference number.
Please provide the name of any SWGfL staff that you dealt with.
SWGfL Customer Number (if applicable)
Daytime Telephone Number
Contact Email Address
Sending your form to us
By email: email@example.com
Our process for dealing with compliments is less formal. If you think there is something we have done well, we would be happy to hear from you. Email us at firstname.lastname@example.org, complete our online feedback form or contact us by whatever method is convenient.