Unresolved complaints will be referred initially for an Independent External Review (IER) of the complaint.
The IER for SWS Broadband is UKWISPA.
An IER email will be sent by us to the complainant when we have told the complainant of the outcome of its investigation into the complaint and:
a) The complainant has told us that they consider the proposed outcome does not resolve the complaint to their satisfaction; and
b) We do not intend or are unable to take additional steps to resolve the complaint to the complainant’s satisfaction that would produce a different outcome.
It is usual for the IER information to be contained within the complaint outcome notification.
UKWISPA response time is up to 2 weeks from receiving the case file and the outcome will be communicated both to the complainant and us.