Complaints Escalation Procedure
UKHost4u respects the privacy of the personal information given to us. Personal or business details such as your name, street address and e-mail address, or any other business or personal information you may provide will not be given out to any third parties persons or companies unless we are explicitly required to do so in order to provide services requested, such as domain name registration.
Contact us for more information
If you are unhappy with the service we’ve provided in any way and do not feel that you have received a satisfactory response from our customer support staff, you may send your complaint to firstname.lastname@example.org. You can expect to receive a response to your message within three working days.
UKHost4u aim to provide the best possible level of service to our customers at all times. However, from time to time issues can arise that need to be escalated to a manager. The following section gives information on how to contact us if you have a complaint.
Please note that if you are not a customer of UKHost4u and wish to raise a complaint regarding abuse you have received (phishing attempts, malware, scams, spam, etc) from either a domain name under our control or server on our network, please contact us at email@example.com with as much detail as possible. We will investigate your complaint and respond within 24 hours.
Action and Resolution
On receipt of your complaint, a manager will thoroughly investigate any issue raised and propose a course of action for resolution. Depending on the nature of the issue, it may take time to complete an investigation.
We aim to respond to all tickets within 1 (one) hour during business hours and 12 (twelve) hours outside of business hours however more complex issues may take up to 72 hours to resolve. In any case, we may advise how long this could take in advance.
If you remain unsatisfied with our attempts to resolve the issue, we will advise of possible ways in which you can escalate the matter. For example, by contacting Trading Standards or if it is regarding a domain name the registrar authority.
Please use these details to contact us for any domain name related queries you may have, including complaints and instances of domain name abuse, you should expect to receive a response with a few hours and no more than 5 days.