How do I make a complaint?

We strive to give you an excellent, reliable service, but if something goes wrong, or you’re not happy, you can make a complaint. This will allow us to fully investigate what has gone wrong, resolve your complaint fairly, and improve our service in future for you and all of our customers.

To ensure we deal with your complaint as thoroughly and as quickly as possible, please submit full details of your complaint in writing, via email to [email protected], or via letter to Customer Service, CWCS Managed Hosting, Portland Street, Beeston, Nottingham NG9 2LP.

You can also submit a complaint via the Live Chat Facility on our website(please state clearly that you are raising a formal complaint).

However, if you have any urgent concerns, please do not hesitate to contact us via telephone, live chat, email or any other means. If you have a dedicated Account Manager, you may wish to discuss your complaint with them directly in the first instance.

What will happen when I make a complaint?

A dedicated member of staff will be assigned to take ownership of your complaint, and we will contact you to let you know we have received your complaint within 24 hours. We will keep in contact with you throughout your complaint and we aim to provide you with a resolution within 5 working days. In the event of a more complex issue we may need longer, but your complaint owner will let you know if this is the case and will keep you informed every step of the way.

For full details on our complaints policy, please click here.