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Dispute Resolution

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 various industry associations and aspects of our activities are regulated by industry organisations, as set out below.

External Dispute Resolution

In case a dispute should arise, Exa Networks subscribes to the adjudication scheme provided by Ombudsman Services (ISPA). Ombudsman Services was founded in 2002 and operates under appropriate legislation and regulatory authority to provide independent dispute resolution.

Complaints are submitted through 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.

ISPA

Exa Networks is a member of the Internet Service Providers Association (ISPA UK) and has agreed to abide by the UK code. The text of the code can be accessed through the ISPA UK website.

Related Contact Information

ISPA
Internet Service Providers Association
23 Palace Street
London
SW1E 5HWr

Tel: 020 7233 7234
Fax: 020 7233 7294

www.ispa.org.uk
admin@ispa.org.uk

OFCOM
Office of Telecommunications
50 Ludgate Hill
London
EC4M 7JJ

Tel: 020 7634 8700
Fax: 020 7634 8845

www.ofcom.org.uk
advice@ofcom.org.uk