Complaints

How We Handle Complaints

Delivering the highest quality products, customer service and technical support is fundamental to CWCS Managed Hosting. It is the ethos on which our company was founded and forms the values on which we operate as a business.

If you are not happy with any aspect of your dealings with CWCS Managed Hosting, firstly we would like to apologise.

Please be assured we take all issues and complaints extremely seriously. We have internal procedures in place to help resolve issues fully, efficiently and quickly.

Our Promise to You

  • A dedicated member of staff will take ownership of your complaint
  • You will be treated with fairness, professionalism and the utmost respect
  • We will take your complaint seriously and deal with it as quickly as possible
  • Your complaint will be reviewed by senior managers within the company
  • We will log all the information you provide (this includes recording phone calls)
  • We will do all we can to resolve the complaint and put things right
  • We will use your experience and feedback to improve in the future

If You Raise a Complaint, Here’s What We Will Do

  • We will record the details of your complaint in our internal systems and start taking action straight away.
  • A team member will take ownership and responsibility for dealing with your complaint. This will usually be your Account Manager or a Department Manager.
  • No matter what your complaint is about, it will be distributed to heads of all departments within CWCS Managed Hosting. This includes Sales, Operations, Marketing, Finance and our Managing Director.
  • Your complaint owner will review your complaint with the relevant senior staff and assess what action we can take
  • We will then contact you to discuss how we can put things right.
  • We will review our internal processes to help prevent a similar situation happening again.
  • If your issue is complex, we may need longer to look into what has happened. In this case your complaint owner will let you know when we expect to be able to give you a full assessment and provide regular updates.

How to Raise a Complaint

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 CWCS Managed Hosting, Portland Street, Beeston, Nottingham NG9 2LP.

You can also submit a complaint via the Live Chat Facility on our website at www.cwcs.co.uk (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.

Once you have raised a complaint, if there is any information you would like to add, please contact us as soon as possible.
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