Complaints Procedure

Distinct from a ticket

Raising a ticket asks for a fix. Making a complaint says something was handled badly already. We work the two along separate tracks, and this page covers the second of them.

No form to fill in, and no particular wording required. Tell us we got it wrong and the process has started. We would rather hear it from you than read it in a review.

1. Stage one

Answer on the ticket you already have, or open a fresh one in the client area. Where none exists, info@hostingally.com or the contact page.

Acknowledged within one working day, answered substantively within five. Where five proves impossible, because logs need reconstructing or a supplier has yet to come back, an interim update still lands inside that window, saying what remains outstanding and when the rest will follow.

2. Stage two

Ask us to escalate, and set out exactly which part of the answer you disagree with. Someone uninvolved the first time then reviews it.

Answered within ten working days, setting out what got reviewed, what turned up, what we are changing, and where nothing changes, the reason for that. It says in plain terms that this is our final position, rather than leaving you to infer it.

3. Stage three

A final answer here shuts nothing off. Which route fits depends on the subject matter:

• Personal data — the Information Commissioner's Office at ico.org.uk accepts complaints direct from you, without us involved. Background in GDPR and your data rights.
• Domain names — every registry runs a dispute process of its own, Nominet for .uk, and ICANN's UDRP covering most generic extensions. Ownership is theirs to determine, not ours.
• Payments — your card issuer or PayPal will take a dispute. Coming to us first is quicker, because a chargeback drags on for weeks and leaves the account suspended in the meantime.
• Otherwise — the courts of England and Wales, per the terms of service. Nothing written in there affects your statutory rights as a consumer.

4. What to include

• which service, domain or invoice this concerns;
• the dates, and any ticket references still open;
• the outcome you expected, placed next to the one that arrived;
• what you would count as a resolution. Of everything listed here, that one saves the most time.

5. After closure

Every complaint gets logged with its outcome, then reviewed to see whether the same thing keeps happening. Where the root cause is something we wrote ambiguously, we rewrite the page instead of apologising for it. Passages across these documents read as they do for that reason.

We keep the records alongside the account for six years, matching the periods set out in the privacy policy.

6. Complaints about hosted content

If your complaint is about a website we host, and not about how we behaved, report abuse is the route to take. Copyright runs separately in the copyright and takedown policy.

7. Contracting entity

HostingAlly works as a trading name held by 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.