Complaints Procedure

A complaint is not a ticket

A ticket asks us to fix something. A complaint says we already handled something badly. Both are welcome and both get worked, but they run differently, and this page is about the second one.

You do not need a form or the word "complaint". Telling us we got it wrong is enough to start this, and we would much rather hear it directly than read it in a review a fortnight later.

1. First: the people who handled it

Reply on the ticket you already have, or open a new one from the client area. If there was never a ticket, email info@hosting-cheap.com or use the contact page.

You get an acknowledgement within one working day and a real answer within five. Where five is not realistic — something has to be dug out of logs, or a supplier has to answer first — you still hear from us inside those five days, with what is outstanding and when the rest is coming.

2. Second: somebody who was not involved

Not satisfied? Ask us to escalate it, and say which part of the answer you disagree with. It then goes to somebody who had nothing to do with it the first time.

That review is answered within ten working days and sets out what was looked at, what was found, what changes as a result, and — if nothing changes — why not. It will say in plain words that it is our final position, rather than leaving you to work that out.

3. Third: outside us

Our final answer does not close anything off. Where you go depends on what it is about:

• Personal data.The Information Commissioner's Office at ico.org.uk takes complaints from the public directly and does not need our agreement. See GDPR and your data rights.
• A domain name. The registry that runs the extension owns the dispute process — Nominet for .uk, ICANN's UDRP for most others. Decisions about who owns a name are theirs, not ours.
• A payment. Whoever processed the card will hear a dispute. Coming to us first gets you an answer sooner — a chargeback drags on for weeks and locks the account for the duration.
• Anything else. The courts of England and Wales, which is where the terms of service put jurisdiction. If you are a consumer, your statutory rights are untouched by anything written there.

4. What helps us answer properly

• the service, domain or invoice number it concerns;
• dates, and any ticket numbers already open;
• what you thought would happen, next to what did;
• what you would accept as putting it right — this one saves more time than anything else on the list.

5. What happens to it afterwards

Complaints are logged with their outcome and read for patterns. Where the cause turns out to be something we wrote unclearly, the page gets rewritten rather than apologised for. Records stay with the account for six years, in line with the retention periods in the privacy policy.

6. Complaints about a site we host

If it is about somebody else's website rather than about us, report abuse is the route. Copyright has its own in the copyright and takedown policy.

7. The company

Hosting-Cheap is a trading name of Bohzo Ltd, a company registered in England and Wales under Company No. 15031604. Registered office: The Workspace Basildon, 7 High Pavement, Basildon, England, SS14 1EA. Complaints to info@hosting-cheap.com.