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.

Reference Number

If you are complaining about a technical issue please provide the call reference number.

SWGfL Staff

Please provide the name of any SWGfL staff that you dealt with.

Your Details

First Name
Organisation Name
Organisation Postcode
Organisation Address
SWGfL Customer Number (if applicable)
Daytime Telephone Number
Contact Email Address

Sending your form to us

By email: escalations@swgfl.org.uk

By post:

Senior Manager
Belvedere House
Woodwater Park
Pynes Hill

Compliment Us

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 escalations@swgfl.org.uk, complete our online feedback form or contact us by whatever method is convenient.