Complaints Procedure

Ticket or complaint?

A ticket is a request to fix something. A complaint says we have already dealt with something badly. Both are welcome here, though they travel down separate tracks, and this page sets out the second of them.

There is no form to fill in and no magic word to use. Telling us we got it wrong opens the process, and we would rather hear it from you than read it in a review three weeks later.

1. First stage

Answer on whichever ticket is already open, or raise a fresh one inside the client area. If no ticket ever existed, info@hostingfastnet.com or the contact page both reach us.

We acknowledge within one working day and answer properly within five. Where five days will not stretch far enough, perhaps because logs need reconstructing or a supplier has to answer first, you still hear from us within those five days, with what remains outstanding and when the rest will follow.

2. Second stage

Still not satisfied? Ask for escalation, and say precisely which part of the answer you take issue with. From there it passes to somebody who had no involvement in it the first time round.

That review is answered within ten working days, laying out what was examined, what was found, what changes because of it, and, in cases where we intend to do nothing at all, the reason for that. It will say plainly that this is our final position, rather than leaving you to deduce it.

3. Beyond us

A final answer from us shuts nothing down. Which route you take next depends on the subject matter:

• Personal data. The Information Commissioner, whose Office sits at ico.org.uk, hears public complaints without needing our consent. Background in GDPR and your data rights.
• Domains. Every registry runs its own dispute machinery. Nominet deals with .uk, the UDRP run by ICANN for most generic endings, PKNIC for .pk. Deciding who owns a given name is a ruling for them, not us.
• Payments. A dispute can go to your card issuer or to PayPal. Bringing it to us first is faster, because a chargeback drags on for weeks and freezes the account for the whole of that time.
• Everything else. The courts of England and Wales, per the terms. Whatever that document says, a consumer keeps every statutory right they hold.

4. What the message should contain

• which service, domain or invoice is involved;
• dates, along with any ticket reference already open;
• the result you expected, placed next to the result you actually got;
• what would put it right. Answering that one question saves more time than anything else.

5. Afterwards

Each complaint gets logged with its outcome, then read for patterns. Where the root cause turns out to be something we wrote ambiguously, the page is rewritten rather than apologised for. Several passages across these documents read the way they do now for precisely that reason.

These records stay attached to the account for six years, which matches the retention periods in the privacy policy.

6. Complaints about a site we host

Where the complaint concerns a website sitting on our servers rather than concerning us, report abuse is the way in. Copyright gets its own dedicated route in the copyright and takedown policy.

7. The company

HostingFast is a trading name of Vitalcare at Home Ltd, a company registered in England and Wales under Company No. 15098204. Registered office: Office 4648, 221–323 High Road, Chadwell Heath, Romford, England, RM6 6AX. Complaints to info@hostingfastnet.com.