Complaints Procedure

Not the same as a ticket

A ticket asks for a fix. A complaint says something was already handled badly. Both are welcome; they run differently, and this describes the second. No form, no required wording — telling us we got it wrong starts it.

1. If you bought through a reseller

Check the invoice first. Where another company billed you, your contract is with them and they own the complaint — we have no contractual relationship with you and cannot make decisions about your account.

That said, if a reseller is unreachable and a live service is at risk, write to us anyway. We cannot substitute ourselves for them, but we would rather know than let a site go dark because a chain of contracts had a gap in it.

2. Stage one

Reply on the existing ticket, or open one from the client area. Where there was no ticket, info@hosting-seller.com or the contact page.

Acknowledged within one working day, answered substantively within five. Where five is not realistic you still get an interim update inside that window saying what is outstanding and when the rest follows.

3. Stage two

Ask for escalation and say precisely what you disagree with. It goes to somebody who was not involved first time, and is answered within ten working days — what was reviewed, what was found, what changes, and where nothing changes, why. It states in terms that it is our final position.

4. Stage three

Our final answer closes nothing off. The route depends on the subject:

• Personal data — the Information Commissioner's Office at ico.org.uk, directly and without our involvement. See GDPR and your data rights.
• Domain names — the registry behind the extension runs the dispute process; Nominet for .uk, ICANN's UDRP for most generic extensions.
• Payments — your card issuer or PayPal. Raising it with us first is faster; a chargeback runs for weeks and suspends the account while it does.
• Otherwise — the courts of England and Wales, per the terms of service. Consumer statutory rights are unaffected.

5. What to include

• the service, domain or invoice number;
• dates and any open ticket references;
• the outcome you were expecting, set against the one you got;
• what you would accept as resolution — this saves the most time of anything here.

6. Afterwards

Complaints are logged with outcomes and read for patterns. Where the cause is something written ambiguously the page gets rewritten rather than apologised for. Records stay with the account for six years, matching the periods in the privacy policy.

7. Complaints about hosted content

About a website we host rather than about us: report abuse. Copyright has its own route 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.