Complaints Escalation Procedure

Last Updated: 10thM February 2015

Eagle Networks Ltd is committed to providing the highest standard of customer service to all our customers. However, in the unlikely event of a problem or complaint, we will do everything possible to ensure it is dealt with quickly and fairly.

Please send details of your issue or query to our misuse team

Submitting a complaint via the website

You can raise a complaint via the support portal form available via the Contact Us link on your control panel.

Step 1:
Log into the support section our site:
You should expect to receive a response to your query within seven working days of us receiving your correspondence.

Step 2:
Click on 'Contact Us'. This will open the contact form.

Step 3:
In the section of the form marked 'Question' please include details of your complaint, to enable us to deal with your complaint more effectively, please provide as much detail as possible, please also include a daytime contact number in your request, as one of our Managers will need to contact you to discuss your complaint.

Step 4:
On the Product drop down menu, please select 'Your Account'. Step 5: On the Category drop down menu, please select 'Raise a Complaint'. Step 6: Click on the 'Continue' button, which will submit your complaint. You will receive a unique reference number on submission of this request, please keep a note of this number for your records.

In writing

We can also be contacted in writing, at the address below:
FAO: Customer Care
Eagle Networks Ltd
15 Blue Falcon Road
BS15 1UP

Please include your account number and as much detail as possible in your request, so we can fully investigate your concerns before contacting you.

If we don't resolve your concerns first time

If you feel we have been unfair or unreasonable in addressing your concerns, you can ask for your complaint to be referred to our Customer Service Manager for further review.

Please note: by signing up for any of our services you agree to be bound by all Eagle Networks Ltd terms and conditions.