{"id":7602,"date":"2021-10-11T13:30:49","date_gmt":"2021-10-11T12:30:49","guid":{"rendered":"https:\/\/exa.net.uk\/?page_id=7602"},"modified":"2023-05-30T15:38:24","modified_gmt":"2023-05-30T14:38:24","slug":"dispute-resolution-policy","status":"publish","type":"page","link":"https:\/\/edit.exa.net.uk\/dispute-resolution-policy\/","title":{"rendered":"Dispute Resolution Policy"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"7602\" data-post-id=\"7602\" data-obj-id=\"7602\" class=\"elementor elementor-7602 dce-elementor-post-7602\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"has_eae_slider elementor-section elementor-top-section elementor-element elementor-element-7f9c8a3 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7f9c8a3\" data-element_type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;98727a2&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:null,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"has_eae_slider elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-970c8bd\" data-id=\"970c8bd\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fe96151 elementor-widget elementor-widget-heading\" data-id=\"fe96151\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"lightblue\">Dispute<\/span>  Resolution Policy<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"has_eae_slider elementor-section elementor-top-section elementor-element elementor-element-81dcac1 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"81dcac1\" data-element_type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;c5ccb17&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:null,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"has_eae_slider elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a9943c8\" data-id=\"a9943c8\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9c45f39 elementor-widget elementor-widget-text-editor\" data-id=\"9c45f39\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">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.<\/span><\/p><p><span style=\"font-weight: 400;\">If you&#8217;re looking to get in touch with Exa, you can call us on <\/span><b>0345 145 1234<\/b><span style=\"font-weight: 400;\"> &#8211; as a customer, you&#8217;ll also have been given the contact details for your account manager.<\/span><\/p><p><b>External Dispute Resolution<\/b><\/p><p><span style=\"font-weight: 400;\">In accordance with Ofcom regulations, Exa Networks is a member of an Alternative Dispute Resolution Scheme, ensuring that any disputes or complaints that can&#8217;t be initially solved can be handled as objectively as possible through a middleman.<\/span><\/p><p><span style=\"font-weight: 400;\">Exa Networks subscribes to the adjudication scheme provided by <\/span><a href=\"https:\/\/www.ispa.org.uk\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Ombudsman Services<\/span><\/a><span style=\"font-weight: 400;\">, an Ofcom-approved, independent resolution service.<\/span><\/p><p><span style=\"font-weight: 400;\">Any complaints or disputes should initially be made to Exa &#8211; in most cases we&#8217;ll be able to work out a mutually acceptable solution for any issues. However, if we&#8217;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:<\/span><\/p><ul><li><span style=\"font-weight: 400;\"> The Customer submits an online complaints form via the <\/span><a href=\"https:\/\/www.ombudsman-services.org\/sectors\/communications\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Ombudsman Services website.<\/span><\/a><\/li><li><span style=\"font-weight: 400;\"> The complaint is forwarded to Exa Networks.<\/span><\/li><li><span style=\"font-weight: 400;\"> Exa Networks responds to the complaint within five working days, hopefully resolving the issue to the satisfaction of the Customer.<\/span><\/li><li><span style=\"font-weight: 400;\"> 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.<\/span><\/li><\/ul><p><b>ISPA<\/b><\/p><p><span style=\"font-weight: 400;\">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.<\/span><\/p><p><span style=\"font-weight: 400;\">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 <\/span><a href=\"https:\/\/www.ispa.org.uk\/about-us\/ispa-code-of-practice\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">this link<\/span><\/a><span style=\"font-weight: 400;\">. Covering a wide range of areas, the code&#8217;s complaints procedure specifies that Exa Networks will, in the case of a complaint being made to us, &#8216;use its reasonable endeavours to resolve the Complaint within 10 working days of receipt, whether by email, letter, telephone call, or in person&#8217; &#8211; a time frame we&#8217;ll always work to meet where reasonably possible.<\/span><\/p><p><b>Related Contact Information<\/b><\/p><p><span style=\"text-decoration: underline;\"><span style=\"font-weight: 400;\">ISPA<\/span><\/span><\/p><p><span style=\"font-weight: 400;\">Internet Service Providers Association<\/span><\/p><p><span style=\"font-weight: 400;\">69 Wilson Street<\/span><\/p><p><span style=\"font-weight: 400;\">London<\/span><\/p><p><span style=\"font-weight: 400;\">EC2A 2BB<\/span><\/p><p><span style=\"font-weight: 400;\">Tel:\u00a0 <\/span><span style=\"font-weight: 400;\">0203 397 3304<\/span><\/p><p><span style=\"font-weight: 400;\">www.ispa.org.uk<\/span><\/p><p><span style=\"font-weight: 400;\">admin@ispa.org.uk<\/span><\/p><p><span style=\"text-decoration: underline;\">OFCOM<\/span><\/p><p><span style=\"font-weight: 400;\">Office of Telecommunications<\/span><\/p><p><span style=\"font-weight: 400;\">Riverside House<\/span><\/p><p><span style=\"font-weight: 400;\">2a Southwark Bridge Road<\/span><\/p><p><span style=\"font-weight: 400;\">London<\/span><\/p><p><span style=\"font-weight: 400;\">SE1 9HA<\/span><\/p><p><span style=\"font-weight: 400;\">Tel: 0207 981 3000<\/span><\/p><p><span style=\"font-weight: 400;\">Fax: 0207 981 3333<\/span><\/p><p><span style=\"font-weight: 400;\">www.ofcom.org.uk<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>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&#8217;re looking to get &#8230; <a title=\"Dispute Resolution Policy\" class=\"read-more\" href=\"https:\/\/edit.exa.net.uk\/dispute-resolution-policy\/\" aria-label=\"Read more about Dispute Resolution Policy\">Read more<\/a><\/p>\n","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"_links":{"self":[{"href":"https:\/\/edit.exa.net.uk\/wp-json\/wp\/v2\/pages\/7602"}],"collection":[{"href":"https:\/\/edit.exa.net.uk\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/edit.exa.net.uk\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/edit.exa.net.uk\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/edit.exa.net.uk\/wp-json\/wp\/v2\/comments?post=7602"}],"version-history":[{"count":0,"href":"https:\/\/edit.exa.net.uk\/wp-json\/wp\/v2\/pages\/7602\/revisions"}],"wp:attachment":[{"href":"https:\/\/edit.exa.net.uk\/wp-json\/wp\/v2\/media?parent=7602"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}