Code of Practice for Complaint Handling

Code of Practice for Complaint Handling

Who we are
Firefly is an established ISP providing a broad range of Internet services to both commercial and domestic (consumer) clients. Services to consumers include dial-up and broadband Internet access, web space and email together with a range of other services.

Purpose of this Code of Practice
The Code of Practice is intended to demonstrate that Firefly will adopt a high standard of professional practice within its service provision to you. The code is intended to promote positive relations between you and the company, to provide standards of confidentiality and privacy, to provide a transparent mechanism for complaint handling and to ensure that complaints against the company are handled in a fair and efficient manner.

Firefly customer service
Firefly aim to provide a high standard of customer service and to deal with any complaints in a fair and honest manner. Our customer service standards are set out in this Code of Practice which includes details of how to lodge a complaint if you think that we have failed to meet the standards expected.

Terms and Conditions
Firefly operate under standard terms and conditions for our ISP services which are shown on our web site as part of the registration process

Acceptable Use Policy
Firefly operates an acceptable use policy for users of its ISP services which is shown on our web site at

Customer Service Helpline
Firefly provides a technical services helpline facility which can be accessed from 09.00 Monday to 17.00 Friday (with the exception of various Bank, Public and local holidays). Calls are charged at the national call rate. You can contact the technical services helpline on 0141 530 3644. Firefly provides a service status page on its website which provides details of all maintenance and service related matters. This can be found at

Replies to correspondence
Firefly will aim to reply to all correspondence within two working days of receipt.

Quality of Service and Repairs
Firefly is not able to guarantee service access speeds. These can be affected by a wide range of factors outside of our control. Web access and download speeds will be affected by other users on a global scale. If a fault occurs, Firefly advises you to contact the technical services helpline on 0141 530 3644 in the first case. Alternatively, clients may send emails to Our target for fixing faults is no more than 24 hours. Where customer connections are provided over circuits not owned or managed by Firefly, service periods and fault fixes may take longer than 24 hours. Firefly will do all that it can to liaise with you and the line connection provider to ensure that faults are fixed within the shortest possible time. Firefly suggest that you should save information locally as well as on our servers, ensuring that you have a copy of important data such as mail, web sites etc. in the event of a server fault.

Charges from Firefly
Firefly publishes pricing for ISP services on its web-site at If you are unable to find the information that you require, please contact the Sales Team on 0141 530 3644 for advice. Prices shown on the Firefly web site are quoted including VAT unless otherwise stated. Most services are provisioned through an online ordering process. You can submit applications for consumer ISP services including broadband connectivity through the online order forms. Data will be collected from you during the order process and this data will be used solely for the provision of the service, billing and Firefly customer relations. Payments are due in advance of service being delivered and are normally taken by either direct debit or credit card payment. If we are unable to debit our charges from your account for any reason, you agree to pay them immediately on request. If you have a query on your invoice, please call our accounts team on 0141 530 3644. If we find a mistake on your invoice, we will adjust it or credit a refund to your account. If you query any charge on your invoice, our accounts team will look into it. If you are not satisfied with our response to any dispute, please follow our complaints procedure. If you are late in paying or refuse to pay the invoice submitted, Firefly reserve the right to terminate your Internet services.

Contract Terms
Dependant on your chosen solution, a minimum term of either 3 or 12 months will apply. Cancellations will only be accepted from within your online control panel : Cancellations will only be accepted outwith the minimum term contract by giving at least 1 month notice before your next billing date. Should you wish to terminate whilst within your selected minimum term contract, you must contact our billing department to discuss early termination payments.

Suspension and disconnection of ISP service
Firefly will provide you with information relating to the suspension of ISP services. This will normally be via email. Normally, planned maintenance will only take place between 00.01 and 03.00, however it may be necessary to carry out other work outside of these times. We may have to suspend service without prior notice, however this would only be for circumstances beyond our control such as essential maintenance. Firefly will always try to ensure that any suspension causes minimum inconvenience but we are unable to accept any responsibility for financial or consequential loss that you may suffer as a result. Firefly reserve the right to suspend or disconnect ISP service after non-payment. If we are about to suspend or disconnect you for non-payment, we will contact you by email. If you are disconnected for non-payment, please contact our Accounts team on 0141 530 3644 as soon as possible to arrange re-connection. If Firefly does disconnect you from our ISP service, we reserve the right to refuse reconnection to you and to your address. If you are suspended or disconnected by mistake, Firefly will work to reconnect you as soon as possible although this may take a few days.