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Customer Service Charter

Our commitment to you.

We understand how important the internet is to you. There's only one thing worse than having a problem with your Internet and that is wasting time hanging on the phone trying to resolve the issue.

We want to make it easy for you to get online, stay online and enable you to do all the things you need to do.

We have a number of helpful 'how to' videos and articles to answer some of the most frequently answered questions, which are accessible either through http://my.studentcom.co.uk/support or our Glide Student App.

Should you need to contact us we will endeavour to make the experience as easy and painless as possible. We are committed to resolving any issues that arise quickly.

You can contact us via telephone, live chat, email and Twitter, all of the details can be found here:

http://my.studentcom.co.uk/contact-us

When you do need to contact us, we will always be:

  • Polite and helpful.
  • Professional, knowledgeable and friendly.
  • Fair to you and treat everyone the same.

We will:

  • Approach all enquiries with professionalism.
  • Listen and then help you find the cause of the problem and find a resolution.
  • Give advice and support that we believe in.
  • Give information in language that is easy to understand, accurate and meets your needs.
  • Always try to answer your questions the first time you contact us.
  • Ensure all our services, resources and facilities are accessible and easy to use.
  • Keep you informed of the progress of an Incident.
  • Treat you with courtesy, consideration and respect at all times.
  • Provide you with friendly, proactive, and timely customer service.
  • Handle your information with care to protect your privacy.
  • Welcome your feedback and suggestions, and act on them appropriately to develop and improve our services and staff training.

If you feel that we have failed you on any of these promises, then we want to know. Be open with us and tell us where you think we've gone wrong so we can put things right.

http://my.studentcom.co.uk/complaints-code-of-practice

We believe that open communication has to work both ways. We can't deliver the highest possible standards without your help and feedback.

We would also be delighted to hear positive feedback as to your experience and any of your ideas to make the business a better place. Our testimonials are a source of pride for our business and a source of confidence for our future clients.

If you would like to submit feedback please email quality@cablecomnetworking.co.uk