Dispute Resolution Policy
Exa Networks aims to adhere to the highest standards of behaviour as an ISP, both commercially and by way of social responsibility. We are members of a number of industry associations, and certain aspects of our activities are regulated by industry organisations, including our dispute resolution process.
If you’re looking to get in touch with Exa, you can call us on 0345 145 1234 – as a customer, you’ll also have been given the contact details for your account manager.
External Dispute Resolution
In accordance with Ofcom regulations, Exa Networks is a member of an Alternative Dispute Resolution Scheme, ensuring that any disputes or complaints that can’t be initially solved can be handled as objectively as possible through a middleman.
Exa Networks subscribes to the adjudication scheme provided by Ombudsman Services, an Ofcom-approved, independent resolution service.
Any complaints or disputes should initially be made to Exa – in most cases we’ll be able to work out a mutually acceptable solution for any issues. However, if we’re unable to initially resolve a dispute, or if discussion takes a significant amount of time (specified as 8 weeks by Ombudsman Services), follow the following process:
- The Customer submits an online complaints form via the Ombudsman Services website.
- The complaint is forwarded to Exa Networks.
- Exa Networks responds to the complaint within five working days, hopefully resolving the issue to the satisfaction of the Customer.
- If the Customer remains unsatisfied, or if the initial complaint is likely to take more than five days to resolve, a case file will be requested and both parties will be contacted to attempt to reach a resolution.
Exa Networks is a member of the Internet Service Providers Association (ISPA UK), the trade association for providers of Internet services in the UK, who work to provide support, connect organisations and open up dialogue between members.
As a member of ISPA, Exa Networks has agreed to abide by the ISPA Code of Practice, the text of which can be found at this link. Covering a wide range of areas, the code’s complaints procedure specifies that Exa Networks will, in the case of a complaint being made to us, ‘use its reasonable endeavours to resolve the Complaint within 10 working days of receipt, whether by email, letter, telephone call, or in person’ – a time frame we’ll always work to meet where reasonably possible.
Related Contact Information
Internet Service Providers Association
69 Wilson Street
Tel: 0203 397 3304
Office of Telecommunications
2a Southwark Bridge Road
Tel: 0207 981 3000
Fax: 0207 981 3333