Complaints & Commercial Dispute Resolution
At Baltic Broadband Limited, we are committed to delivering resilient, institutional-grade network infrastructure. We recognise that operational or commercial disagreements can occasionally occur. To ensure these matters are resolved rapidly, objectively, and without causing disruption to live network services, we enforce a mandatory, structured multi-tier dispute resolution framework.
⚠️ CRITICAL CONTINUITY NOTICE: In accordance with Clause 2.3 of the Baltic Master Services Agreement (MSA), the initiation of a formal commercial dispute framework does not grant the Customer the right to withhold any outstanding or rolling monthly service fees, nor does it authorise the cancellation or suspension of active Direct Debit mandates. Payment obligations must remain fully compliant throughout the dispute lifecycle.
The B2B Multi-Tier Escalation Framework
Before initiating any formal external litigation or commercial arbitration, corporate clients are contractually required to progress disputes sequentially through the following three internal validation tiers:
First-Line Operational Review
All commercial queries, billing ticket discrepancies, or SLA performance concerns must first be formally logged through our Technical Provisioning Form or standard billing desk channels. Our engineering and account managers aim to investigate, clarify, and resolve baseline complaints within five (5) working days of initial data logging.
Formal Management Assessment
If Tier 1 reviews fail to yield a mutually agreed resolution, or if you feel your operational metrics have not been evaluated accurately, the Customer may request an escalation. The dispute is then transferred to our Operations Management Desk, where an independent audit of network logs, delivery milestones, and contract files is performed. A formal management determination will be issued in writing within ten (10) working days.
Executive Director Triage
In the highly unlikely event that management mediation remains deadlocked, the case file will be formally escalated to the Baltic Board of Directors. An Executive Director will perform a final review of the commercial terms, engineering evidence, and past communications to provide a definitive company resolution framework.
Commercial Arbitration & Governing Law
Should our internal executive triage reach an absolute impasse after progressing through Tiers 1, 2, and 3, both parties agree that the dispute shall be referred to and finally settled under commercial arbitration rules, bypassing standard civil small-claims tracks. As dictated by Section 9 of the MSA, all aspects of the dispute, review logs, and resolution proceedings remain strictly governed by the laws of England and Wales under the exclusive jurisdiction of the English Courts.
Log a Formal Commercial Dispute
Please complete the mandatory verification fields below to lodge a formal ticket with our compliance department.