Complaints Procedure

Distinct from a ticket

A ticket requests a fix. A complaint states that something was already handled badly. The two are worked differently and this document describes the second.

No form and no particular phrasing is needed. Telling us we got it wrong starts the process. Hearing it directly is preferable to reading it in a review.

1. Stage one

Reply on the existing ticket, or open one from the client area. Where no ticket exists, info@hostingally.com or the contact page.

Acknowledged within one working day, answered substantively within five. Where five is not achievable — logs to reconstruct, a supplier to hear from — an interim update lands inside that window stating what is outstanding and when the remainder follows.

2. Stage two

Ask for escalation and identify precisely what you disagree with. The matter is then reviewed by someone uninvolved the first time.

Answered within ten working days, setting out what was reviewed, what was found, what changes, and where nothing changes, why. It states explicitly that it is our final position rather than leaving that to inference.

3. Stage three

Our final answer forecloses nothing. The appropriate route depends on subject matter:

• Personal data— the Information Commissioner's Office at ico.org.uk accepts complaints directly, without our involvement. Context in GDPR and your data rights.
• Domain names — each registry operates its own dispute process: Nominet for .uk, ICANN's UDRP for most generic extensions. Determinations of ownership are theirs.
• Payments — your card issuer or PayPal will accept a dispute. Raising it here first is faster, since a chargeback runs for weeks and suspends the account meanwhile.
• Otherwise — the courts of England and Wales, per the terms of service. Consumer statutory rights are unaffected by anything written there.

4. What to include

• the service, domain or invoice concerned;
• dates, and any open ticket references;
• the outcome you were expecting, set against the one you got;
• what you would regard as resolution. This saves the most time of anything on the list.

5. After closure

Complaints are logged with outcomes and reviewed for recurrence. Where the root cause is something written ambiguously, the page is rewritten rather than apologised for — passages across these documents exist in their present form for that reason.

Records are retained with the account for six years, consistent with the periods in the privacy policy.

6. Complaints about hosted content

Where the complaint concerns a website we host rather than our own conduct, report abuse is the route. Copyright has its own in the copyright and takedown policy.

7. Contracting entity

HostingAlly operates as a trading name of Fairdeal Renovations Limited, a company registered in England and Wales under Company No. 15026869. Registered office: The Workspace Basildon, 7 High Pavement, Basildon, England, SS14 1EA. Complaints to info@hostingally.com.