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Legal Updates

The following log provides a summary of recent updates to legal information accessible from this page.

26th June 2023

On 26th June 2023, we amended the Guide to billing, compensation, refunds, and debt collection to make it clear that the compensation arrangements apply to customers switching to Swish Fibre from another provider at the same address and do not apply when we are installing a new service. We also updated our contact details.

1st June 2023

On 1st June 2023, we made changes to the following documents:

  • The Terms for Business Services: SLA to implement more generous compensation arrangements in the event of missed installation and services and/or a delay to your Broadband Activation Date.

  • The Guide to billing, compensation, refunds and debt collection. Minor consequential changes to reflect changes to the business SLA

  • The Privacy Notice to further reflect our activity on wayleave agreements.

  • The Voice Call Plan and Charges document.

 

19th April 2023

On 19th April 2023, we published our Guidance on billing, compensation, refunds and debt collection.

 

3 April 2023


On 3rd April 2023, we updated our Terms for Residential Services, our Charges and fees for Residential Services, our Terms for Business Services, and our Charges and fees for Business Services to reflect regulatory changes made by Ofcom, as well as changes to our business product set. 

The key changes that we have made to the Terms are all to the benefit of our customers. They:

  • Provide for the possibility of compensation in the form of a service credit, e.g. if we miss an installation appointment without giving the customer 24 hours’ notice.

  • Allow Residential, Not for Profit and Small Enterprise customers to cancel their contract on the day that they contact us if they wish, providing that they contact us within working hours during a working day (otherwise the contract will be cancelled the next working day).

  • Allow for pro-rata refunds if Residential customers cancel their Voice Services during a month billing period.

 

The key changes that we have made to our Charges and fees for Residential Services are to reduce the Activation Fee for Home Services from £50 to £0, and to stop charging a fee for number ports. An Activation Fee of £50 still applies to our Home Business Service.

 

The key change that we have made to our Charges and fees for Business Services is to reflect a new business product set, Swish Business 200 and Swish Business 1G, and to reduce the Activation Fee from £50 to £0. 

 

26 October 2022

 

On 26th October 2022, we updated our Terms for Residential Services and Charges and fees for Residential Services. This was to incorporate new terms and pricing for the Voice Over Internet Protocol (VOIP) product.

13 July 2022

 

On 13th July 2022, we updated our Charges and fees for Residential Services. This was to move from a one-off upfront fee for Swish pods, to a recurring monthly charge.

15 June 2022

On 15th June 2022, we updated our Terms for Residential Services, our Terms for Business Services, and our Charges and fees for Residential Services. 

These amendments were primarily because of Ofcom regulatory changes, which came into force on 17 June 2022. The key changes are: 

  • To make it clearer that Swish will increase in contract prices by the rate of inflation (CPI for residential customers and RPI for business customers) annually from 1 July 2023. This means that our prices will stay the same in real terms during the life of your contract and may even decrease if we choose, at our discretion, not to apply these increases. 

  • To provide residential and business customers with a Minimum Speed Guarantee and a right in certain circumstances for customers to exit their contract without penalty if they consistently experience speeds that are more than 50% lower, and we fail to resolve the issue within 30 days (See our Terms for more details).  

  • For late paying residential customers, to increase the period before we suspend or disconnect your services from 5 and 10 days respectively to 10 and 20 days. For late paying business customers to increase the period before we terminate the contract from 10 days to 20 days. 

  • To make it clearer that customers are responsible for the provision, installation, configuration, monitoring and maintenance of any of your equipment connected to the services. 

We have also updated our Vulnerable Customer Policy to reflect the launch of the 999 BSL (Emergency Video Relay) service on 17 June.  This service allows British Sign Language (BSL) users to make a video call to the emergency services via an interpreter. The interpreter translates what the deaf user is signing into spoken English for the emergency services operator, and signs what the operator is saying to the deaf user. For further information about how to use 999 BSL service, please visit their website: https://999bsl.co.uk/

 

14 March 2022

On 14 March 2022, we updated our Terms for Residential Services and our Terms for Business Services.  These amendments were primarily to cater for customers that have signed up to the Gigabit Broadband Voucher Scheme.

 

 

23 November 2021

On 23 November, we updated our Charges and fees for Business Services, removing historical business products and updating the price of Swish Business 900 from £600 per month (ex VAT) to £500 per month (ex VAT).

23 September 2021

 

On 23rd September, we published our Vulnerable Customer Policy and updated the following documents:

 

  • The Privacy Policy, mainly to reflect the publication of our Vulnerable Customer Policy, including that we will take steps to identify and record information about our vulnerable customers in order to ensure that we can provide them with the help and support that they need to use our services effectively.

  • The Complaints Policy to delete the references to the European Online Dispute Resolution (ODR) platform, which is no longer available to UK consumers.

For further information, please contact legal@swishfibre.com

4 June 2021

 

On 4 June 2021, we updated our office address from Ingestre Court, Ingestre Place, London, W1F 0JL to 13 Salisbury Place, London, W1H 1FJ in the following documents:

  • User Trial Terms and Conditions

  • Privacy Policy

  • Complaints Policy

Amendments before 4 June 2021

For amendments before 4 June 2021, contact legal@swishfibre.com

In this legal updates log, we have flagged the main amendments made on each date.  If you require fuller details of any amendments made on any date, please do not hesitate to get in touch

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