COMPLAINTS POLICY

1. Overview

  1. 1.1. JustHostMe Limited ("we", "us" or "our") is committed to providing a high level of service. This Complaints Policy explains how customers can raise a complaint about our services and how we will handle such complaints.
  2. 1.2. This policy applies to all customers using our shared web hosting and domain registration services.

2. How to Make a Complaint

  1. Customers may submit a complaint using one of the following methods:
  2. 2.1. Support ticket via our customer portal, selecting the "Complaints Department": https://www.justhostme.co.uk/portal/submitticket.php?step=2&deptid=11
  3. 2.2. Email: complaints@justhostme.co.uk
  4. 2.3. By post sent to our registered address: 10 Bath Road, Old Town, Swindon, Wiltshire, England, SN1 4BA
  5. 2.4. Please include your name, email address, customer reference (if applicable), and a clear description of your complaint.

3. Complaint Handling and Escalation

  1. 3.1. All complaints will be acknowledged within 2 business days.
  2. 3.2. We aim to provide a full response within 5 business days. Complex complaints may take longer, in which case we will keep you informed of progress.
  3. 3.3. If you are not satisfied with the initial response, you may escalate the complaint by replying to the acknowledgment or contacting our senior support team at complaints@justhostme.co.uk.
  4. 3.4. Our senior team will review the complaint and provide a final response within a reasonable timeframe, normally within 5 additional business days.

4. External Resolution

  1. 4.1. If you remain unsatisfied after our internal complaints process, you have the right to refer the matter to an independent body. In the United Kingdom, this is the Information Commissioner's Office (ICO) for data-related issues or other relevant regulatory bodies.
  2. 4.2. For more information on how to contact the ICO, please visit: https://ico.org.uk/global/contact-us

5. Responsibilities of Customers

  1. 5.1. Customers should provide accurate information and sufficient detail when submitting a complaint to allow us to investigate and respond appropriately.
  2. 5.2. Customers should allow reasonable time for our team to investigate and respond.

6. Changes to This Complaints Policy

  1. 6.1. We may update this Complaints Policy from time to time. The latest version will always be available on our website.