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26 Fairacres Road, Didcot, OX11 8QG, United Kingdom.
Company no. 08635676, registered in England & Wales.
We understand the importance of keeping you up-to-date with events that may affect your service.
Visit our network status page where you can find real time updates on any current issues.
For security reasons please DO NOT transmit details of any credit/debit card by fax, through the post, via any electronic means e.g. email, chat, social media or in support tickets as security cannot be guaranteed.
Please use your customer control panel for managing credit/debit cards.
To make a complaint please make this is writing through the usual support channels and mark the written communication as a complaint. You should ensure you include as much information about the issue as possible, such as date & time when the incident occurred, ticket reference IDs, names of any staff members you spoke to, details about the problem, what you did, how it started and any other relevant details. We endeavour to respond to all complaints within three (3) working days - although usually a response is much quicker. If you are unhappy with any service provided by us please contact us immediately in writing.
If the response does not meet your satisfaction, you may request that the complaint be escalated to a company director for review. One of our directors will then assess your complaint and the steps taken so far by our staff; they will then provide a final response within fifthteen (15) working days of the complaint escalation.
Your satisfaction is very important to us. All complaints are taken seriously and will be reviewed, investigated and responded to fairly and thoroughly. We understand that monitoring, and dealing with complaints promptly enables us to identify areas of weakness and we will then work to address these and continue to improve our service.
If you are aware of someone breaching our terms of service or the law whilst using our services, please submit a support ticket to report this - including as much detail as possible to enable us to effectively investigate your complaint.
We are always vigilant to ensure domains registered with us comply with our Registrant Agreement as we take reports of abuse very seriously.
All reports are reviewed and investigated promptly to ensure that our services are used in accordance to our Terms and conditions.