Support & Complaints Procedure

Goal

Havenswift Hosting’s aim is for 100% customer satisfaction and we were founded with the express aim to exceed customer support levels provided by other hosting companies. Normal day to day questions and support issues should be registered with our support team by logging a Support Ticket and our aim is to respond within an hour and have a resolution within one working day, although more complex issues or those involving third parties can sometimes take longer.

If you feel you have not received the level of service you expect or have a specific complaint, then we have a two stage complaints procedure as follows.

Stage 1

You can log a new support ticket with the Complaints Department rather than the normal Support Depatment – this ticket queue is only seen by the support managers for each department. Please reference the original support ticket and the nature of your complaint.

Once the complaint has been submitted, we will:

  • Try to deal with the complaint on the spot where it is straightforward and easily resolved. We will also ensure that we investigate what led to the complaint to see whether there are any actions we can take to avoid a similar problem arising again.
  • For more complex complaints, we will carry out a thorough investigation and where we have made a mistake, we will try to put it right. We will advise you of any conclusion that will be used to improve our service.
  • Where we have to seek further information on a complaint we will advise you when a response can be expected, if for any reason the complaint can not be addressed within the given time period.
  • Where the complaint is about something outside our control, we will advise how the issue can best be taken up and with whom if we can.
  • Stage 2

    If you are unhappy with the response you have received at stage one, you can go to the next stage of the complaints procedure and refer your complaint to the CEO. In order to ensure that your complaint is now dealt with at stage two, please clearly mark it as a ”Stage Two Complaint”.
    The CEO will then personally investigate your complaint and aim to give you a response within 20 working days.

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