Shetland Broadband - Complaints

Shetland Broadband LLP - Complaints

Introduction

We try to provide our customers with an excellent service at all times, unfortunately however things can go wrong. In order to resolve any problems we have a complaints procedure, the details of which are given below.

We will try to resolve complaints amicably and quickly, using customer feedback received to improve our service.

Complaints Procedures

Initial Contact
Your initial complaint should be made by one of the following methods:
Telephone: Call us on 01595 696297 (national call rates) during normal office hours (between the hours of 9am and 5pm Monday to Friday). We will try to resolve the problem immediately, if we are unable to do so we will agree a course of action with you.

e-mail: You can e-mail us at admin@shetlandbroadband.net please complete the subject line as "Complaint - <service type>" (eg: "Complaint - web hosting"). We will try to resolve the problem within 24 hours (excluding weekends). If we are unable to do this quickly we will reply to your e-mail to confirm receipt and inform you of how we intend to proceed.

Post: You can mail us at the address below and please include details of how you would like us to contact you with our reply. We will try to resolve the problem within 24 hours of receipt of your letter. If we are unable to do this quickly we will contact you to confirm receipt of your letter and inform you of how we intend to proceed. Please allow additional time if you have requested us to reply by post.

Shetland Broadband LLP
4 Market Street
Lerwick
Shetland
ZE1 0JN
Escalation
If you are not satisfied with the way in which your complaint has been dealt with, you should ask for it to be escalated. We will arrange for named senior member of staff at SBB to be allocated to deal with your complaint. This may happen immediately if you are on the phone or we will arrange for someone to contact you.
Deadlock
If during the process of attempting to resolve your complaint we reach a deadlock situation, we will confirm that there is nothing more we can do to resolve your complaint. You may then, if you wish, refer your complaint to Office of the Telecommunications Ombudsman.
Independent Dispute Resolution
If SBB has confirmed that there is nothing further that can be done (deadlock), or if after 8 weeks, you have not received a satisfactory response from SBB you may then submit your complaint to the Ombudsman Services: Communications of which SBB is a member. The contact details are:

Office of the Telecommunications Ombudsman
PO Box 730
Warrington
WA4 6WU

Telephone: 01925 430 049
Fax: 01925 430 059
Textphone: 18001 01925 430 886
www.ombudsman-services.org/

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Terminology Used in These Terms and Conditions

"SBB" is an abbreviation of "Shetland Broadband LLP" (and also refers to Shetland Internet and Calloo Internet).

"SCBP" is an abbreviation of "Shetland Community Broadband Project".

"Account" means any package of services SBB provides to you (the customer), irrespective of whether they are paid for or free.

"AUP" refers to the Acceptable Use Policies of SBB.

"Broadband" is the collective term for a method of connection to the internet such as ADSL, fibre, radio etc..

"Customer" refers to an individual, organisation or business who is named as the recipient of a service or product provided by SBB, irrespective of whether they are paid for or free.

"Free" means that SBB do not currently make any charges to the customer for the service.

"Licence" refers to the permission given to a customer by SBB to use a named sub-domain of a domain registered to SBB eg "shetland.co.uk" and "calloo.co.uk".

"Licensee" refers to an individual, organisation or business to whom SBB has granted a licence.

"Malware" is an umbrella term used to refer to a variety of forms of hostile or intrusive software, including computer viruses, worms, trojan horses, ransomware, spyware, adware, scareware, and other malicious programs. It can take the form of executable code, scripts, active content, and other software.

"Net abuse" means any breach of SBB's Acceptable Use Policies

"Free web space" refers to web space given without charge by SBB to a customer for use with another SBB service. The free web space is conditional and only available for the duration of that account.

"Poster" means the author of the unacceptable article(s). This may or may not be the same as the customer, however, customers are ultimately responsible for all poster(s) using their accounts.