Our Policies

They say “don’t sweat the small stuff” but there’s exceptions to every rule or cliché. While we do everything we can to keep things simple, smart and effective, we also like to be as clear, fair and transparent.

 

You’ll find all of our key policies and terms and conditions on this page. You can jump to any of these policies by using the buttons below.

 

Swish Fibre Privacy Policy

1. INTRODUCTION

  

Swish Fibre Limited (referred to below as “Swish”, "we", "us" and "our") respects your privacy and is committed to meeting our legal obligations when it comes to protecting your personal data, including how and why we collect and use your data, and how we safeguard your personal information. This Privacy Policy will inform you as to:

  • the types of personal data that Swish may collect

  • why Swish may collect and use your data

  • when and why we will share personal data within Swish and other organisations

  • the rights and choices you have when it comes to your personal data

The Data Controller as defined under the General Data Protection Regulation (Regulation (EU) 2016/679) (“GDPR”) in relation to your personal data is Swish. Swish is registered as a data controller with the UK Information Commissioner’s Office and our registration number is ZA613148.

What this Policy does not apply to

This policy does not apply to other organisations’ websites, apps, products, services and social media accessed from our websites and/or apps. When you leave our website and/or apps, we encourage you to read the privacy notice of every website and app that you visit. We do not accept any responsibility or liability for the privacy policies or notices on third-party websites or apps. Please check these policies before you submit any personal data to these websites or apps.

2. WHAT DATA WILL WE COLLECT?

 

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (which is known as anonymous data).

There are different ways in which we collect your information both directly from you and from third parties. For example:

 

2.1 Information we receive directly from you:

 

When you register your interest, apply for, use and/or purchase products and/or services from us, or contact us with queries we may ask you to give us, where necessary, personal and contact details (name, address, phone number, date of birth); your financial details (i.e. bank account, payment method, credit card number).

When you write to us, talk to us on the phone, email or communicate via electronic messaging (such as SMS, live chat tools), we may collect personal and contact details including your name, address, phone number, email address, as well as the information that you provide to us via such communications.

In customer surveys from time to time, to help us provide you with improved services, when we will collect the information you provide to us including your name, phone number, email address and information about how you use our website, apps, products and/or services.

2.2 Information we collect about you when you use our products and services:

When you visit our website and/or apps, we’ll use cookies (which are stored on your device(s) – your laptop, mobile phone, tablet etc.) to collect information about your use of our online services. See our Cookies Policy for more details.

When you use our broadband service we may collect information about your use of those services including the following:

  • Usage data (i.e. frequency, time, data traffic used per month)

  • Billing, payment and transaction data (your financial details, bills and its components)

  • Technical data related to your television viewing such as time and duration of watched content, information on the content recorded/watched, MAC/IP address, the quality of the connection

  • Interactive data (apps usage data, websites usage / visits data)

  • Device data (IP address, device make and manufacturer, browser information and other similar identifying information required from your devices to communicate with websites and applications on the internet)

We may also monitor, record, store and use the communications we have directly with you to improve the quality of our customer service and/or for training, operational and compliance purposes

2.3 Information collected from others:

We may supplement the information that we collect from you and about your use of our products and/or services, with information that we receive from third parties.

This may include:

  • Data we collect from other members of your household in relation to your use of our products or services

  • Data we receive from someone who refers you for our products and services

  • Data from other organisations who have obtained your permission to share information about you with us

  • Data accessible to us from publicly available sources such as councils, company registers, land registry, electoral rolls and online search engines

  • Information we get from reporting agencies, such as credit reference agencies. They may give us information about your financial history so we can assess creditworthiness and product suitability, check your identity, manage your account, trace and recover debts and prevent criminal activity

  • Financial and transaction data from providers of technical and payment services.

Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with products or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.

3. HOW, WHY AND WHEN WE MAY COLLECT DATA ABOUT YOU

There are many reasons why we may legitimately collect and process your personal information and data, including:

3.1 Contractual Obligations

We may process your personal information where it is necessary either to take steps at your request before entering into a contract with you for the provision of our products and/or services, or to perform our obligations under that contract.

Examples of these situations include:

  • To provide you with a quote for our products and/or services

  • To determine your eligibility for our products and/or services / whether they are available in your area

  • To process your orders for our products and services and to bill you for the same

  • To provide you with the products and services you have ordered from us

  • To respond to any questions or complaints you may have regarding our products and services

  • To administer, operate, facilitate and manage the products and services Swish provides to you

  • To manage the best way of routing your data usage through the various parts of our network, equipment and systems

  • To contact you or, if applicable, your designated representative(s) by post, telephone, electronic mail, etc., in connection with your relationship and/or account

  • To provide you with information relating to our products and/or services

Examples of your personal information that we may process under this legal basis include:

  • Your contact details, including name, address, phone number, date of birth, email address, passwords and credentials (such as your security questions and answers), and other information needed to confirm your identity and your communications with us

  • Your communications with us, such as calls, emails and webchats

  • Your payment and financial information

  • Details of the products and services we have provided to you, such as data usage, routers and apps

3.2 Legal Compliance

If the law or any regulator in any competent jurisdiction requires us to, we may need to collect and process your data and also provide this to any such regulator. However, we would need to be satisfied that a request for information is lawful and proportionate and we would need appropriate assurances about security, how the information is used and how long it is kept.

3.3 Legitimate Interest

We may also use your personal data where it is necessary to pursue our legitimate interests (or those of a third party) but only in a way which might reasonably be expected as part of running our business and only where such interests are not overridden by your fundamental rights, freedoms or interests.

We may process your personal data under this basis for the legitimate running of our business, to facilitate our internal business operations including assessing and managing risk, to manage our business and financial affairs and to protect our customers, employees and property. It is in our interests to ensure that our processes and systems operate effectively and that we can continue operating as a business.

We may also use your personal information for the legitimate interest of helping to prevent and detect crime and fraud and to prevent and detect criminal attacks on our network or against your equipment. We monitor traffic over our network, trace nuisance or malicious usage, and track malware and cyber-attacks.

To do that, we may use the following information: 

  • Your contact details and other information to confirm your identity and communications with us. This includes your name, gender, address, phone number, date of birth, email address, passwords and credentials (for example, security questions).

  • Your payment and financial information

  • Information from credit reference and fraud prevention agencies

  • Details of the products and services you’ve bought and how you use them – including your call, browser (including IP address) and TV records

  • CCTV footage in or around company premises

3.4 Consent

In specific situations, we may collect and process your data with your consent including the following:

  • If you contact us via our website with queries about our service, we may we request your consent to process your location data to determine your eligibility for our products and services and, in particular, whether and when our products and services may be available in your area

  • We may request your consent in order to send marketing communications regarding our services and/or products via our apps, website or otherwise.

However, if we do so, you have the right to withdraw your consent at any time. This will not affect the lawfulness of any processing carried out before you withdraw your consent. Please note that if you do withdraw your consent, we may not be able to provide certain information, products or services to you.

4. WHO DO WE SHARE YOUR INFORMATION WITH?

Where we share your information with third parties, they will process your information either as a data controller or as our data processor, and this will depend on the reason for our sharing your personal data with them. We will only share your personal data in compliance with the applicable data protection laws and regulatory compliance and only for the purposes set out in paragraph 3 of this policy.

We require all third parties with whom we share your personal data to respect the security of your personal data and to treat it in accordance with the law.

Other organisations with which we may share your information include:

4.1 Contracted Partner Companies

We may share your personal information with Partner companies with whom we have contracts for certain products and/or services. The reasons we may share your information in this way include:

  • To further develop and improve our infrastructure and network services

  • Provide customer-service, marketing and information-technology services

  • Personalise our service and make it work better

  • Process payment transactions

  • Carry out fraud and reference checks and collect debts

  • Analyse and improve the information we hold (including about your interaction with our service); and

  • Run surveys

4.2 Credit Reference Agencies

We may share your personal information with credit reference agencies, for example we may provide them with information about how you conduct your account with us and this information may be used by other organisations in assessing applications from you and members of your household. In addition, they will give us information about you. For example, we may search the files of a credit agency to assess creditworthiness and product suitability, check your identity, trace and recover debts, prevent criminal activity or to gather information about your financial history. This is so that we can confirm your eligibility for our products and/or services and guarantee your ability to make regular payments for such product and/or services.

We do not sell or share your personal information and/or data to or with third parties for third party direct marketing purposes.

4.3 Other third parties

We may share your personal information with the following:

  • Professional advisers including lawyers, bankers, auditors and insurers

  • Regulators and other authorities who require reporting of processing activities in certain circumstances.

  • Third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy

5. SHARING YOUR DATA OUTSIDE THE EUROPEAN ECONOMIC AREA

The data and information that we collect and process may be transferred to, and stored at, a destination outside of the European Economic Area (EEA). We will only transfer your personal data outside the EEA on the basis that anyone to whom we transfer it protects your data and information in a similar way to us.

In the event that we transfer your information to countries outside the EEA, we will only do so where:

  • the European Commission has decided that the country to which we are transferring your data is deemed to provide an adequate level of protection for your information, or

  • we have entered into a contract with the organisation, entity or individual with whom we are sharing your data and/or information on such terms as approved by the European Commission to ensure your information is adequately protected. If you wish to obtain a copy of the relevant data protection clauses in such contracts, please contact us at dataprotection@swishfibre.com.

6. HOW WE PROTECT YOUR DATA

The security of your information is important to us. Any information sent to us is protected using robust security methods. The methods we use are industry-standard ensuring data is safeguarded whilst being sent over unprotected communications paths such as the internet. Our security measures include:

  • Encryption of data where appropriate

  • Regular penetration testing of systems

  • Security controls which protect the entire Swish Information Technology infrastructure from external attack and unauthorised access

  • Regular cyber security assessments of all service providers who may handle your personal data

  • Regular scenario planning and crisis management exercises to ensure we are ready to respond to cyber security attacks and data security incidents

  • Internal policies setting out our data security approach

  • Training for employees on security and privacy

Unfortunately, the transmission of information via the internet is not completely secure and although we will do our best to protect your information and/or personal data, we cannot guarantee the safety of any personal information you transmit to us using online methods.

7. HOW LONG WE KEEP YOUR INFORMATION

By providing you with products or services, we create records that contain your information, and/or data such as customer account records, activity records, tax records and lending and credit account records. Records can be held on a variety of media (physical or electronic) and in a number of formats.

We manage our records to help us to serve our customers well (for example for operational reasons, such as dealing with any queries relating to your account) and to comply with legal and/or regulatory requirements. Records help us demonstrate that we are meeting our responsibilities and provide evidence of our business activities.

Retention periods for records are determined based on the type of record, the nature of the activity, product or service, applicable local legal or regulatory requirements. Retention periods may be changed from time to time based on business or legal and regulatory requirements. However, we will only retain your personal data for as long as is reasonably necessary to fulfil the purposes for which we collected it.

We may, on exception, retain your information for longer periods, particularly where we need to withhold destruction or disposal based on an order from any courts of competent authority, or in relation to an investigation by law enforcement agencies or our regulators. This is intended to make sure that we are able to produce records as evidence, if needed to those respective authorities.

If you would like more information about how long we keep your information, please contact us at dataprotection@swishfibre.com.

8. WHAT ARE YOUR RIGHTS?

We want to make sure you are aware of your rights in relation to the information and/or data that we process about you. We have described those rights, and the circumstances in which they apply, below:

Access: You have the right to get access to the information and/or data that we hold about you.

If you would like a copy of the information and/or data that we hold about you please contact us at dataprotection@swishfibre.com or write to us at Data Protection, Swish Fibre Ltd, Swish Fibre Ltd

Ingestre Court, Ingestre Place, London W1F 0JL

Rectification: You have a right to rectification of any inaccurate information and/or data and to update incomplete information and/or data that we hold about you.

If you believe that any of the information and/ or data that we hold about you is inaccurate, you have a right to request that we rectify any such data.

For any rectification requests please email us at dataprotection@swishfibre.com.

Erasure: You have a right to request that we delete your information and/or data.

You may request that we delete your information and/or data in certain circumstances including where:

  • we no longer need to process your information and/or data for the purposes for which it was provided;

  • we have requested your consent to process your information and/or data and you wish to withdraw your consent;

  • we are relying on legitimate interests as our basis for processing your data, you object to such processing and we do not have an overriding legitimate interest to continue this processing; or

  • we are not using your information and/or data in a lawful manner.

 

For any deletion requests please email us at dataprotection@swishfibre.com.

 

Restriction: You have a right to request that we restrict the processing of your information and/or data.

 

You may request that we restrict or limit the way that we process your information and/or data in certain circumstances including where:

 

  • you want us to establish the data's accuracy;

  • our use of the data is unlawful but you do not want us to erase it;

  • you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or

  • you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

 

For any restriction requests please email us at dataprotection@swishfibre.com.

 

Portability: You have a right to data and/or information portability.

Where we are processing your data by automated means and either we have requested your consent to process your information and/or data or you have provided us with information and/or data for the purposes of entering into a contract with us, you have a right to receive the information and/or data you provided to us in a portable format.

 

You may also request us to provide it directly to a third party, if technically feasible.

 

If you would like to request the information you provided to us in a portable format, please contact us at dataprotection@swishfibre.com or write to us at Data Protection, Swish Fibre Ltd, Ingestre Court, Ingestre Place, London W1F 0JL

 

Objection: You have a right to object to our processing of your data and / or information.

 

You have a right in certain circumstances to object at any time to processing of your information and/or data including where the processing is for:

  • direct marketing purposes; or

  • your legitimate interests (or those of a third party).

 

If you would like to object to our processing of your data please contact us at dataprotection@swishfibre.com or write to us at Data Protection, Swish Fibre Ltd, Ingestre Court, Ingestre Place, London W1F 0JL

 

Lodge Complaints: You have a right to lodge a complaint with the regulator.

If you wish to raise a complaint on how we have handled your information, you can contact us, and we will investigate the matter, via e-mail at dataprotection@swishfibre.com or write to us at Data Protection, Swish Fibre Ltd, Ingestre Court, Ingestre Place, London W1F 0JL

We hope that we can address any concerns you may have, but you can always contact the Information Commissioner’s Office (ICO). For more information, visit ico.org.uk

 

Swish Fibre Acceptable Usage Policy

1. Introduction

This Acceptable Use Policy applies to all users, including both residential and business customers, of Swish Fibre Limited’s (“Swish”) internet-related services and products (together “our Services”). Your use of our Services means that you accept and agree to abide by this policy.

If you allow other individuals to use our services, you will be responsible for any breach of this policy or our terms and conditions committed by those individuals. If you allow individuals under the age of 18 to use our services, we recommend that you take reasonable precautions to ensure that they use the Services appropriately.

 

2. Prohibited Uses

You may use our Services only for lawful purposes. You may not use our Services:

To do anything that includes storing, sending or distributing:

  • any content or material which is restricted, prohibited or otherwise unlawful under any applicable law (or which is likely to be), including material and/or content which defames, harasses, threatens, abuses, menaces, offends, violates the privacy of, or incites violence or hatred against, any person or class of persons, or which could give rise to civil or criminal proceedings (or encourages conduct that would constitute a criminal offence or give rise to civil liability);

  • confidential information, copyright material, trademarks, trade secrets or other content which is subject to third party intellectual property rights, unless you have a lawful right to do so, or that in any way breaches a third party agreement (including but not limited to a non-disclosure agreement) or obligation;

  • any content or material, which interferes with other users of any of our Services (or may do so) or restricts or hinders any person from accessing, using or enjoying the internet, our Services, our network or systems (or the networks or systems of our suppliers);

  • To do any other act or thing which is unlawful, illegal, fraudulent (or has any unlawful or fraudulent purpose or effect) or is otherwise prohibited under any applicable law or which is in breach of any code, standard or content requirement of any other competent authority;

  • To access, monitor or use any data, systems or networks, including another person's private information, without authority or attempt to probe, scan or test the vulnerability of any data, system or network or to violate the privacy, publicity or other personal rights of others or to impair the privacy of communications;

  • To compromise the security, tamper with, hinder the operation of or make unauthorised modifications or integrity of any network or system including, but not limited to, our network or systems (or our suppliers' network or systems) or to cause technical disturbances to our network or to our suppliers' network);

  • To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware;

  • To forge header information, email source address or other user information or use another person's name, username or password or otherwise attempt to gain access to the account of any other customer;

  • To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam), in breach of the Privacy and Electronic Communication Regulations 2003 or otherwise.

 

In any way that:

  • degrades or interferes with other users’ use of any of our Services (or may do so) or disrupts or interfere with our network or Service or cause a host or the network to crash;

  • breaches any applicable local, national or international law, regulation or code of practice (including export control laws or regulations);

  • contravenes generally accepted standards of internet or other networks conduct and usage, including but not limited to denial of service attacks, web page defacement, port or network scanning and unauthorised access to systems;

  • attempts to avoid incurring charges or to avoid otherwise being required to pay for such usage;

  • harms or attempts to harm minors in any way, including but not limited to downloading, possessing or transmitting indecent images of children.

To assist, encourage or permit any persons in engaging in any of the activities described in this section. If you become aware of any such activities, you must immediately notify Swish and take all other appropriate actions to cause such activities to cease.

3. Interacting with us

Although we recognise that people can become annoyed or frustrated about matters that are not being dealt with as they wish, if this escalates into behaviour towards our staff via phone, online chat or otherwise in a way that may cause our staff to feel afraid, threatened, abused, or that unreasonable demands are being made of them, we reserve the right to terminate a call or online chat. Repeated behaviour of this type will be seen as a breach of this Policy and we may take any of the actions set out in Paragraph 4, below.

4. Suspension and/or Termination

We will determine, in our sole discretion, whether there has been a breach of this Policy through your use of our Services, or your interactions with our staff. When a breach of this Policy has occurred, we may take such action as we deem appropriate.

We will normally warn you that you’re in breach of this Policy and request you comply with its terms before taking any action set out below. However, we may not do this if there is a real risk of loss or harm to our other customers, our staff, our business or our network.

Actions we might take in the event of your failure to follow this Policy:

  • Issue a warning to you.

  • Immediate, temporary or permanent withdrawal of the Services.

  • Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.

  • Disclosure of such information to law enforcement authorities as we reasonably feel is necessary.

  • Take any other reasonable action.

 

We exclude liability for actions taken in response to breaches of this Policy.

 

We will exercise the reasonable discretion and judgment that the administration of this Policy requires.

 

5. Changes to the Acceptable Use Policy

Swish may revise this Policy at any time by posting the updated version of the Policy on our website. You are expected to check this Policy from time to time to take notice of any changes we make, as they are legally binding on you. Some of the provisions contained in this Policy may also be superseded by provisions or notices published elsewhere on our site.

 

Swish Fibre Customer Complaints Policy

1. Introduction

 

Swish Fibre Limited (“Swish”) always aims to provide you with the best service possible. If you ever feel we’ve fallen short of this, please let us know. Our Customer Care team will always try to put things right straight away and limit any disruption or dissatisfaction you might be experiencing. We’re fully committed to addressing all complaints, fully and fairly, and in a reasonable timeframe. We will do what we can to resolve your complaint, and the feedback we receive from you will be used to help improve our services for other customers.

This Customer Complaints Policy explains how to go about making a complaint and how to take it further if you need to.

 

2. Our Complaints Process

How to make a complaint

Stage 1: Contact our Customer Care Team. In the first instance, they will be able to investigate your complaint, and where you have contacted us by telephone, will do their best to resolve this while they are on the call with you.

Stage 2: If you are not happy with the solution our Customer Care has suggested, you can ask to escalate your complaint to the Customer Care Manager. The Customer Care Manager will aim to respond to you within one working day. They will either suggest a resolution to your complaint, or explain what is happening - for example, if the complaint has been escalated to another team. In these cases, you will be given a timeframe telling you when we will come back to you again.

Stage 3: If you feel the Customer Care Manager has been unable to satisfactorily resolve your complaint, you can ask for your complaint to be escalated to the Head of Customer Experience. They will review your complaint and respond to you within 5 working days.

Stage 4: If, after following the process above, you’re still not happy with the outcome of your complaint, you can refer it to independent adjudication (see Section 3).

3. Independent Adjudication

If your complaint is not settled within 8 weeks, you can refer it to the Ombudsman Service, using the Alternative Dispute Resolution scheme. The ombudsman can’t deal with complaints about commercial policy (like our prices or broadband availability) and they can’t help businesses with more than ten employees. But they will give you advice if you’re a home or small business customer who complained eight or more weeks ago, or if we have issued you with a “deadlock” letter. You may request a deadlock letter within the eight-week period, but we may refuse to issue one to you in this period if we believe we will be able to resolve your complaint shortly.

To use the Alternative Dispute Resolution scheme:

You may also be able to refer a dispute to the European Online Dispute Resolution (“ODR”) platform, a web-based platform designed to help consumers who’ve bought goods or services online. It provides access to independent alternative dispute resolution services that are usually free to use.

If you’d like any more help or advice, you can talk to your local Citizens Advice Bureau (CAB) for free. Please be aware this isn’t part of the formal complaint process.

4. How to Contact Us

There are three different ways to contact us if you need to make a complaint.

By Telephone

 

You can give our Customer Success team a ring on 01392 345 600. We’ll do our best to resolve your complaint on the call, but sometimes we’ll need to investigate things in more detail and reaching a resolution may take longer.

By Email

You can email the team on customercare@swishfibre.com. We always aim to resolve complaints in the first instance and aim to respond within 1 working day. If your complaint is more complex, this could take a little longer. This depends on the issues you’ve raised, as we always try to give your comments the attention they deserve. Please remember to give us your details, including:

  • Your account number (if applicable)

  • Your full address

  • Your contact number

 

This way, we can get back to you as quickly as possible.

By Post

It’s not as quick, but if you prefer to send us a letter, you can write to us at:

Customer Care Team,
Swish Fibre Ltd

Ingestre Court

Ingestre Place

London W1F 0JL.

 

Your letter will be acknowledged within 2 working days of receipt and we aim to resolve all written complaints within 28 days once we’ve received them.

 

5. How We Will Contact You

We always investigate every complaint and actively work to resolve things to your satisfaction. We’ll let you know as soon as we think we have a resolution. If you have contacted us by telephone, this could be on the original call, if we can sort things out there and then, or if we can’t, we’ll be back in touch to let you know.

In the first instance, we’ll try to contact you by your preferred contact method (if you have told us what it is). If your preferred contact method is telephone and we miss you, we’ll drop you a text with our telephone number so you can ring us back when you’re free during our opening hours.

If your preferred contact method is telephone and we can’t reach you to let you know about our proposed resolution, we’ll email you instead or we’ll write to your home address.

Your case will remain open for 28 days from the date of our response, so you’ll have enough time to review and consider our proposal. If you are happy with the resolution, please let us know so we can close your case down.

If we don’t hear from you within the 28 days from the date of our response, we’ll take this as confirmation you’re satisfied with the resolution and we’ll contact you again to let you know we’re closing your complaint.

 

Swish Fibre Cookies Policy

What Are Cookies

As is common practice with almost all professional websites this site uses cookies, which are tiny files that are downloaded to your computer, to improve your experience. This page describes what information they gather, how we use it and why we sometimes need to store these cookies. We will also share how you can prevent these cookies from being stored however this may downgrade or 'break' certain elements of the sites functionality.

For more general information on cookies see the Wikipedia article on HTTP Cookies.

How We Use Cookies

We use cookies for a variety of reasons detailed below. Unfortunately in most cases there are no industry standard options for disabling cookies without completely disabling the functionality and features they add to this site. It is recommended that you leave on all cookies if you are not sure whether you need them or not in case they are used to provide a service that you use.

Disabling Cookies

You can prevent the setting of cookies by adjusting the settings on your browser (see your browser Help for how to do this). Be aware that disabling cookies will affect the functionality of this and many other websites that you visit. Disabling cookies will usually result in also disabling certain functionality and features of the this site. Therefore it is recommended that you do not disable cookies.

The Cookies We Set

  • Forms related cookies

    When you submit data to a form, such as those found on contact pages or comment forms, cookies may be set to remember your user details for future correspondence.

Third Party Cookies

In some special cases we also use cookies provided by trusted third parties. The following section details which third party cookies you might encounter through this site.

  • This site uses Google Analytics which is one of the most widespread and trusted analytics solution on the web for helping us to understand how you use the site and ways that we can improve your experience. These cookies may track things such as how long you spend on the site and the pages that you visit so we can continue to produce engaging content.

For more information on Google Analytics cookies, see the official Google Analytics page.

 

More Information

Hopefully that has clarified things for you and as was previously mentioned if there is something that you aren't sure whether you need or not it's usually safer to leave cookies enabled in case it does interact with one of the features you use on our site. This Cookies Policy was created with the help of the Cookies Policy Template Generator 

However if you are still looking for more information then you can contact us by email at enquiries@swishfibre.com

 

Job Applicant Privacy Notice for Swish Fibre Ltd

The organisation has appointed Chris Cope as the person with responsibility for data protection compliance regarding HR-related personal data. He can be contacted at dpo@swishfibre.com. Questions about this policy, or requests for further information, should be directed to him. 

As part of any recruitment process, the organisation collects and processes personal data relating to job applicants. The organisation is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

What information does the organisation collect?

The organisation collects a range of information about you. This may include:

  • your name, address and contact details, including email address and telephone number

  • details of your qualifications, skills, experience and employment history

  • information about your current level of remuneration, including benefit entitlements

  • whether or not you have a disability for which the organisation needs to make reasonable adjustments during the recruitment process; and

  • information about your entitlement to work in the UK

The organisation may collect this information in a variety of ways. For example, data might be contained in application forms or CVs, obtained from your passport or other identity documents, or collected through interviews or other forms of assessment, including online tests.

The organisation may also collect personal data about you from third parties, such as references supplied by former employers, information from employment background check providers and information from criminal records checks. The organisation will seek information from third parties only once a job offer to you has been made and will inform you that it is doing so.

Data will be stored in a range of different places, including on your application record, in HR management systems and on other IT systems (including email).

Why does the organisation process personal data?

 

The organisation needs to process data to take steps at your request prior to entering into a contract with you. It may also need to process your data to enter into a contract with you.

In some cases, the organisation needs to process data to ensure that it is complying with its legal obligations. For example, it is required to check a successful applicant's eligibility to work in the UK before employment starts.

The organisation has a legitimate interest in processing personal data during the recruitment process and for keeping records of the process. Processing data from job applicants allows the organisation to manage the recruitment process, assess and confirm a candidate's suitability for employment and decide to whom to offer a job. The organisation may also need to process data from job applicants to respond to and defend against legal claims.

The organisation may process special categories of data, such as information about ethnic origin, sexual orientation or religion or belief, to monitor recruitment statistics. It may also collect information about whether or not applicants are disabled to make reasonable adjustments for candidates who have a disability. The organisation processes such information to carry out its obligations and exercise specific rights in relation to employment.

For some roles, the organisation may be obliged to seek information about criminal convictions and offences. Where the organisation seeks this information, it does so because it is necessary for it to carry out its obligations and exercise specific rights in relation to employment.

If your application for employment is unsuccessful, the organisation will hold your data on file for six months after the end of the relevant recruitment process after which time it will be deleted or destroyed.

Who has access to data?

 

Your information may be shared internally for the purposes of the recruitment exercise. This includes members of the HR and Recruitment Team, Office Manager, interviewers involved in the recruitment process, leaders and managers in the business and IT staff if access to the data is necessary for the performance of their role.

The organisation will not share your data with third parties, unless your application for employment is successful and it makes you an offer of employment. The organisation will then share your data with former employers to obtain references for you, employment background check providers to obtain necessary background checks and the Disclosure and Barring Service to obtain necessary criminal records checks.

The organisation will not transfer your data outside the European Economic Area.

How does the organisation protect data?

The organisation takes the security of your data seriously. It has internal policies and controls in place to ensure that your data is not lost, accidentally destroyed, misused or disclosed, and is not accessed except by our employees in the proper performance of their duties.  Further information can be provided on request.

For how long does the organisation keep data?

 

If your application for employment is unsuccessful, the organisation will hold your data on file for six months after the end of the relevant recruitment process your data is deleted or destroyed. 

If your application for employment is successful, personal data gathered during the recruitment process will be transferred to your personnel file and retained during your employment. The periods for which your data will be held will be provided to you in a new privacy notice.

Your rights

As a data subject, you have a number of rights. You can:

  • access and obtain a copy of your data on request

 

  • require the organisation to change incorrect or incomplete data

 

  • require the organisation to delete or stop processing your data, for example where the data is no longer necessary for the purposes of processing; and

  • object to the processing of your data where the organisation is relying on its legitimate interests as the legal ground for processing.

If you would like to exercise any of these rights, contact Chris Cope, dpo@swishfibre.com.

If you believe that the organisation has not complied with your data protection rights, you can complain to the Information Commissioner.

What if you do not provide personal data?

You are under no statutory or contractual obligation to provide data to the organisation during the recruitment process. However, if you do not provide the information, the organisation may not be able to process your application properly or at all.

Automated decision-making

Recruitment processes are not based solely on automated decision-making.

 

Terms and conditions for Swish Fibre User Trial

The following terms and conditions apply to the user trial (“Trial”) of the broadband services (“Services”) which we may supply to you. Please read these terms carefully.
We are Swish Fibre Ltd (“we or us”), a company incorporated in England and Wales with company registration number 11486930, registered address 6th Floor, 33 Holborn, London EC1N 2HT.
You (“you”) are our customer, and your name and contact details will be as detailed in the confirmation email that we send over to you confirming your participation in the Trial (see clause 1.1 below). 
You confirm that you are not a business and are not intending to use our Services wholly or mainly for business purposes. However, this does not prevent you from using our Services at your home for business purposes while either working away from (a) your usual place of work; or (b) your employer’s main place of business (i.e. it does not prevent you from “working from home”).
For more information on the Trial, please refer to our website at www.swishfibre.com\usertrial
How to contact us. You can contact us by telephoning our Customer Care Team at 0800 0489 415, by emailing us at customercare@swishfibre.com or by writing to us at Swish Fibre Ltd, Ingestre Court, Ingestre Place, London W1F 0JL. We will contact you with your unique Customer Number which you can quote whenever you correspond with us.  Our Customer Care Team are available from 8.30am to 5.30pm Monday to Friday.
How we may contact you. If we need to contact you regarding your Trial, we will do so by phone, or by writing to you at the email address or postal address you provided to us when you requested to take part in the Trial. We may send customer service announcements to you by email or SMS text message. Please ensure that you tell us immediately if any of your contact details change.
1. The Trial
1.1 Participation
You have been invited to apply to take part in the Trial. You can apply by completing the application form on our website at www.swishfibre.com/usertrial (the “Application Form”).  We will confirm by email if your request to take part in the Trial is successful.
Participation in the Trial is subject to availability of the Service and is entirely our decision. We reserve the right to refuse participation for any reason and we offer no warranties or guarantees on the availability of the Trial. 
1.2 Trial Services
We will supply our Trial Services to you in accordance with these terms and conditions free of charge and for the duration of the Trial Period (as defined in Clause 1.3 below).
While you may receive an invoice each month in respect of the Services provided to you, this will be sent to you solely for the purposes of refining our processes during the Trial.  This clause does not affect our right to charge you other amounts in accordance with these terms and conditions, e.g. under Clause 3.3 if you break any equipment.   
1.3 Trial Period 
Subject to either party terminating the Trial in accordance with these terms and conditions, the Trial will start from the date that you receive the confirmation email referred to in Clause 1.1 and end on 31 December 2020 (“Trial Period”).  
 
1.4 Termination 
The Trial will automatically expire at the end of the Trial Period unless otherwise agreed between us and you. You may terminate your participation in the Trial for any reason and at any time without penalty by contacting our Customer Care Team on 0800 0489 415. We may terminate the Trial for any reason and at any time by contacting you by phone or by writing to you at the email address or postal address you provided to us in your Application Form.
1.5 One Trial per residential property 
Only one Trial per residential property will be permitted, and any additional or subsequent applications by you or anyone in your household to take part in the Trial will be turned down by us. If you move property during the Trial, the Trial will end. This Trial cannot be transferred to any other property or person.
 
1.6 Testing and stabilising your connection 
One of the purposes of the Trial is to ensure that our network is operating as it should be, and that we are able to provide all the services our customers might need, at a high standard. To do this, we will be doing some testing during your Trial which may include increasing and decreasing your upload and download speeds and adding additional features (for example, voice calling). We therefore cannot guarantee that your broadband speed or quality will always be consistent. We will endeavour to notify you of any such changes, but failure to receive specific notification of a change does not constitute a breach of these terms. For the final 30 days of the Trial Period, we will look to stabilise your connection to allow you to decide whether our services are suitable for you.
1.7 No obligation to purchase or sell
At the end of the Trial Period, you are under no obligation to enter a subsequent contract with us or to purchase any further services from us. Equally we are under no obligation to enter a subsequent contract with you or sell you any of our services.
 
2. Service Installation & Activation
2.1 Consents and permissions
 
You are responsible for obtaining any consents and permissions necessary for us to provide the Services at your property, including to install, activate, inspect, maintain, alter or repair the Services. You must be the owner of the property at which the installation is to take place or, if you are a tenant, you must have consent from the landlord or agent managing the property and any relevant authority. We may require you (or your landlord or managing agent) to enter into an agreement with us to provide us with the necessary permissions and access rights to your property to provide the Services. We may not be able to install or activate the equipment or otherwise provide the Services at your property where you fail to obtain any such consents and permissions.
 
2.2 We will contact you to arrange the network installation
 
When the connection point near your property is live, we will contact you to arrange for one of our installation engineers to install and configure the equipment you need to use our Services at a time which suits you. All installation engineers work to our agreed standards, using approved equipment.
 
2.3 The installation team will have your contact details
 
This is so that they can contact you to let you know when they will arrive, or to deal with any unexpected problems or delays. They will only use your contact details for these purposes and only in accordance with our Privacy Policy and our Cookie Policy (available on our website at www.swishfibre.com/policies. You can also contact our Customer Care Team at any time if you have a query about your installation.
 
2.4 Access to your property
 
You agree to allow us to access your property to install and activate the Services and to otherwise provide the Services to you. If you do not allow us to access your property as arranged (and you do not have a good reason for this) the installation may be cancelled.
2.5 Risk Assessment
The installation engineer will carry out a risk assessment before commencing work. If the installation engineer decides that it is not possible to carry out the installation safely, or if there is no one over the age of 18 present at the property, you will be informed and given the opportunity to make alternative arrangements.
 
2.6 If the installation cannot be carried out as arranged
 
The installation engineer will do everything possible to carry out your installation at the arranged time, but if it is not possible to carry out or continue with the installation because of safety issues, the complexity or the materials required, the installation engineer will inform us and we will arrange a further appointment with you.
 
2.7 Disturbance and any damage to property
We will cause as little disturbance as we reasonably can when carrying out any work.  We will repair to your reasonable satisfaction, any damage that we, or people working for use, may cause at your property. 
2.8 Retain your existing services 
You should continue to subscribe to your existing broadband and telephone services during the Trial.  Do not discard any of your existing equipment. We are not responsible for reinstallation of old services in any circumstances including following termination or expiry of this Trial. You should be aware that you will lose your telephone number if you cease your contract with your existing telephone provider.
3. Using our Services
3.1 Acceptable use
When using our Services, you agree to abide by our Acceptable Use Policy, which is available on our available on our website at www.swishfibre.com/policies. You may only use our Services for lawful purposes. You agree that we may intermittently monitor your use of our Services including data volume and type of traffic (whether authorised by statute or other legislation or otherwise) to ensure lawful use and to assist our traffic management. We may immediately remove any material placed on our servers by you or other users which breaches these terms or is otherwise harmful to our interests or the interests of our other customers.
3.2 Liability for breach of Acceptable Use Policy
You agree that you are responsible for all use of the Services under the Trial, whether you gave your permission or not. For example, if someone has access to your home and uses the Services, we will consider them to be within your control and you could be liable for unlawful use such as illegally downloading or transmitting copyright material. You should only allow access to your wi-fi and home network to people you trust, and you hereby accept responsibility for their use of our Services.
 
3.3 Equipment
Any equipment we supply to you or install in your premises to connect you to our Services remains our property. You are responsible for keeping all the equipment we supply to you in good order and in accordance with any instructions that we provide to you. You must not sell it, give it away or use it as security for a loan. You should also ensure that you are aware of the installation route of the network apparatus across your property and draw this to the attention of any third-party doing work there. If you report a fault which we trace within your property, we will make an appointment to carry out repairs or replace faulty equipment but if, in the reasonable opinion of the engineer, the fault was caused by damage to the equipment or the network apparatus, then a charge may be made. At the end of the Trial Period, or if you or we terminate the Trial for any reason, then any equipment we supply to you to connect the Services must be returned to us in good working order (unless we waive our right to receive the same). If you fail to do so, we retain the right to charge you for the reasonable replacement cost of any such equipment or for any damage caused to the equipment.  
 
You accept the equipment we supply during the Trial might be different to that available if and when you enter into a subsequent contract with us for services.
3.4 Our rights under the Communications Act 2003
You agree that some of our equipment placed in your property will remain, including the internal network termination point, irrespective of whether you or any subsequent owner or tenant enters into any subsequent contract with us for services. You should ensure that any future purchaser or tenant is made aware that the property are connected to our network and the location of our equipment.
3.5 IP addresses
Unless you arrange with us to have a static IP address (additional charges may apply), the IP address allocated to you may be varied at any time. It will always belong to us. You may not sell or agree to transfer the IP address to any person. We grant to you a non-exclusive, non-transferable licence during the term of the Trial Period to use the IP address while you receive internet access from us which will end when the Trial ends. 
3.6 Our Services
We aim to carry out our Services for you with reasonable skill and care. However, we cannot guarantee that our Services will always be available, error free and/or without minor defects.
3.7 Compliance with laws
We will comply with all applicable laws, regulations and codes of practice when providing the Services to you.
 
4. Ongoing performance monitoring
4.1 Ongoing monitoring 
 
In return for providing the Services to you, we ask that you help us to monitor performance during Trial and to improve our Services including assisting us with the following:
  • reporting any faults to us promptly;
  • if requested by us from time to time, complete and respond to any questionnaires or surveys about your experience of using the Services and ways in which we could improve it;
  • Allow access for our engineers from time to time.  We will agree the day and time with you in advance; and
  • comply with reasonable requests from us or our engineers, including to change any equipment supplied by us.
 
4.2 Termination 
If we feel that you have unreasonably refused to cooperate with the requirements in Clause 4.1, then we may terminate your participation in the Trial. This does not impact our right to terminate the Trial at any time (see clause [1.7]).
 
5. Our responsibilities and limitations of liability
 
5.1 Foreseeable losses only
 
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a  foreseeable result of our breaking these terms or our failing to use reasonable care and skill when providing the Services, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. We are not responsible for any loss or damage to your own equipment caused by using our Services to access the internet.
 
5.2 Termination or expiry of this Trial
 
As explained in Clause [2.8] above, you should continue to subscribe to your existing broadband and telephone services during the Trial.  We will not be liable for any additional costs or losses you may incur (such as installation fees) signing up to the services of another provider (whether your previous provider or a new provider) following the termination of our Services.
 
5.3 You are responsible for your own equipment
We are not responsible if you are not able to use the Services because your equipment (for example, any PC, mobile device, network interface card, printer, switch, local area network or other equipment) does not work properly with our Services or because of faults in any 3rd party networks over which we have no responsibility.
 
5.4 We are not responsible for information passing over our network
We have no control over the data which passes to you or from you over the internet, and we are not responsible for any loss or damage to that data.
 
5.5 We do not exclude or limit in any way our liability to you where it would be unlawful to do so
This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Services including the right to receive Services which are  supplied with reasonable skill and care.
 
5.6 Limit of liability
Subject to Clause [5.5], any liability we may have of any sort to you, including any liability due to but not limited to our breach (whether in contract, tort (including negligence) or otherwise) will in no circumstances exceed: (a) for loss of or damage to your physical property, £50,000 in any 12 month period; and (b) in any other case, £1,000 in any 12 month period.
 
5.7 We are not liable for business or consequential losses
 
The Services provided to you as part of the Trial are only for domestic and private use. If you use the Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, revenues or anticipated savings; loss of business or goodwill (including loss of reputation); any fines, penalties or expenses; business interruption or loss of business opportunity. 
5.8 Events beyond our reasonable control
We are not responsible to you for any delay, failure, damage or loss caused by events or circumstances beyond our reasonable control such as acts of God, flood or other natural disaster, epidemic or pandemic, terrorist attack, civil commotion or riots, war or armed conflict (actual or threatened), contamination (including chemical or biological),  loss of electricity, power or telecommunications service, shortages of materials or equipment, failures within our supply chain (not caused by us), collapse of structures or blockages, fire, explosion or accident, any labour or trade dispute, strikes, industrial action or lockouts  and any change in law or action taken by a government or public authority.
6. Data Protection
 
6.1 How we will use your personal information
 
We will use the personal information you provide to us in accordance with our Privacy Policy which is available for you to read on our website at www.swishfibre.com/policies. Please note that we may monitor and record phone and Live Chat conversations which you have with us so that we can shape our training and compliance.
 
6.2 We can only discuss your account with you
 
If you would like someone else to discuss your account with us, you will need to confirm this at the time over the telephone.
 
7. Other important terms 
 
7.1 Nobody else has any rights under these terms
 
These terms are between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person to end the Trial or make any changes to these terms. 
7.2 If a court finds part of these terms illegal
 
If a court finds part of these terms illegal, the rest will continue in force. Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.
7.3 Which laws apply to these terms and where you may bring legal proceedings
 
These terms are governed by English law and you can bring legal proceedings in respect of the Services in the English and Welsh courts.
 
7.4 Changes to these terms and conditions
 
We may from time to time make changes to these terms and conditions, including introducing new terms.   Equally we may make changes or add new terms to any documents referred to in these terms and conditions, such as our Privacy Policy, Cookie Policy, Acceptable Use Policy or Customer Complaints Policy.  If we make any changes to these terms and conditions (or any other document referred to herein) in a way which significantly disadvantages you, then we will give you 30 days’ notice to you by email. 
 
If we make any other changes to these terms and conditions (or any other document referred to herein), we’ll do this by amending these terms and conditions (or any other document) on our website (www.swishfibre.com/policies).  You should check www.swishfibre.com/policies from time to time to take note of any changes we have made to these terms and condition (or other document), as they are legally binding on you.   
 
As you are aware, you are free to cancel the Trail at any time pursuant to Clause [1.4].
 
7.5 Complaints and alternative dispute resolution
If you are unhappy with our Services, we will do our best to put things right – please see our Customer Complaints Policy, which is available at www.swishfibre.com/policies, for more information about how we handle complaints and the Ombudsman service available. 
 

6th Floor, 33 Holborn, London, EC1N 2HT     Email: enquiries@swishfibre.com     Tel: 0800 0489415

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Swish Fibre Ltd (Reg. No: 11486930) is a company registered in England and Wales       © 2020, Swish Fibre Ltd

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