Complaints Procedure

Ticket or complaint?

A ticket asks us to sort something out. A complaint tells us we have already handled something badly. We want both, but they run on different tracks, and this page describes the second one.

No form to complete and no magic word required. Saying we got it wrong is enough to start the process, and hearing it directly beats reading it in a review three weeks later.

1. First stage

Reply on the ticket you already have, or start one from the client area. Where there was never a ticket, info@hostingfastnet.com or the contact page both reach us.

We acknowledge within one working day and answer properly within five. When five is not achievable — logs to reconstruct, a supplier who has to reply first — you still hear from us inside those five days with what is outstanding and when the rest is coming.

2. Second stage

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

That review is answered within ten working days, setting out what was examined, what was found, what changes as a result, and — where we are not going to do anything — why not. It will state clearly that it is our final position rather than leaving you to work that out.

3. Beyond us

Our final answer does not close off anything. Where you go next depends on the subject:

• Personal data. The Information Commissioner's Office at ico.org.uk hears complaints from the public without needing our consent. Background in GDPR and your data rights.
• Domains. Each registry owns its own dispute machinery — Nominet for .uk, ICANN's UDRP for most generic extensions, PKNIC for .pk. Rulings on who owns a name are theirs to make.
• Payments. Your card issuer or PayPal will take a dispute. Raising it with us first is quicker, since a chargeback runs for weeks and locks the account while it does.
• Everything else. The courts of England and Wales, per the terms. Consumers keep their statutory rights regardless of anything written there.

4. What to put in it

• the service, domain or invoice involved;
• dates, plus any ticket references already open;
• the outcome you were expecting, set against the one you got;
• what would put it right. Answering this saves more time than anything else.

5. Afterwards

Every complaint is logged with its outcome and read for patterns. Where the root cause turns out to be something we wrote ambiguously, the page gets rewritten rather than apologised for — several passages across these documents exist in their current form for exactly that reason.

Records sit with the account for six years, matching the retention periods in the privacy policy.

6. Complaints about a hosted site

If your complaint is about a website we host rather than about us, report abuse is the route. Copyright has a dedicated one 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.