At Eagle Broadband we aim to provide the highest level of customer service and support to our customers. In certain instances, we understand that a problem can occur and the below information outlines how we can help resolve any issues and put things right as quick as possible.

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Step 1

If you have a complaint you will need to contact our customer service team by phone, email or letter using the contact details provided on any documents we have provided or at the bottom of this page. When raising the complaint, we require as much information as possible and your account information.

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Once received, a member of our team will review the details of the complaint and investigate it with the intention of resolving the complaint as quickly as possible. In most cases we will be able to resolve your complaint directly and action it accordingly.

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If we cannot resolve your complaint directly, we will escalate the details to a senior manager to consider the actions required.

 

Step 2

A senior manager will work on the complaint to identify the causes of the complaint, you will receive an initial response within 3 working days. This letter will include, where appropriate, a summary of the complaint, what we are doing to investigate the complaint and estimated time to resolve.

 

Step 3

You will receive a response from us with the outcome and resolution of the complaint. If you are not satisfied with this response, you may ask to escalate your issue to another member of senior management. You will then receive a response within 14 days.

 

Alternative Dispute Resolution (ADR) Process

There may be times when you are not satisfied with the progress of a complaint. If this is the case you may ask for us to issue a ‘Deadlock Letter’. This would then allow you to take your complaint to our ADR scheme which is operated by the Ombudsman.

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The Ombudsman act as an independent arbitrator who will assess cases for consumers and make a judgement for the resolution of any issues.

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In certain cases, we may reject or decline issuing a ‘Deadlock Letter’ if we have reasonable grounds to consider that we are able to resolve your complaint in a timely manner and are in the process of doing so.

If a period of 8 weeks has elapsed since you first raised the complaint and you are not satisfied with the response that we have provided, you may still take you complaint to the Ombudsman using the below contact details:

 

Website: www.commsombudsman.org

 

Email: enquiry@commsombudsman.org

Telephone: 0330 440 1614

 

Post: Communications Ombudsman

P.O. Box 730

Warrington

WA4 6WU