Complaints Procedure

A ticket is a different thing

Asking for a fix is a ticket. Saying something was already handled badly is a complaint. Both are welcome, they run on different tracks, and this page describes the second. No form to fill in, no required wording. Tell us we got it wrong and it has started.

1. Where the purchase came via a reseller

Look at the invoice first. If another company billed you, your contract sits with them and the complaint is theirs to own. No contractual relationship exists between you and us, so we are unable to make decisions about your account.

Even so, where a reseller cannot be reached and a live service is at risk, write to us anyway. Standing in for them is not something we are able to do, though we would far rather hear about it than watch a site go dark because a chain of contracts had a gap in it.

2. Stage one

Answer on the ticket already open, or start a fresh one from the client area. Where no ticket existed, info@hosting-seller.com or the contact page.

Acknowledged within one working day, answered substantively within five. Where five proves unrealistic, an interim update still reaches you inside that window, setting out what remains outstanding and when the rest will follow.

3. Stage two

Request escalation, and set out precisely which part you disagree with. It passes to somebody with no involvement the first time round, and the answer comes within ten working days — what was reviewed, what came to light, what alters as a result, and where nothing alters, the reason for that. It says plainly that this is our final position.

4. Stage three

Nothing is closed off by our final answer. Which route applies depends on the subject:

• Personal data — the Information Commissioner's Office at ico.org.uk, approached directly and with no involvement from us. See GDPR and your data rights.
• Domain names — the dispute process belongs to whichever registry sits behind that extension, so Nominet for .uk, with UDRP under ICANN covering most generic endings.
• Payments — your card issuer, or PayPal. Coming to us first is quicker, because a chargeback drags on for weeks and holds the account suspended for the whole of that time.
• Otherwise — the courts of England and Wales, per the terms of service. Statutory rights as a consumer remain unaffected.

5. What to include

• which service, which domain, which invoice number;
• the dates, plus any open ticket reference;
• the outcome you had expected, set beside the one that arrived;
• what you would accept as a resolution, which saves more time than anything else listed.

6. Afterwards

Every complaint is logged along with its outcome, and the log is read for patterns. Where the cause is something written ambiguously, the page gets rewritten instead of apologised for. Records remain with the account for six years, matching the periods set out in the privacy policy.

7. Complaints about hosted content

Concerning a website we host, rather than concerning us: report abuse. Copyright follows a separate route, set out in the copyright and takedown policy.

8. Contracting entity

Hosting Seller is a trading name of IGI Security Services Ltd, a company registered in England and Wales under Company No. 15881180. Registered office: 60 Tottenham Court Road, Suite 4944a, Fitzrovia, London, United Kingdom, W1T 2EW. Complaints to info@hosting-seller.com.