Complaints Procedure

Introduction

Data Technics IT Limited (Company Registration: 04605647) is committed to providing excellent service. If you are dissatisfied with any aspect of our service, we want to hear from you and resolve the issue promptly.

Our registered office: 60 Ascot Gardens, Southall, Middlesex, UB1 2SA, United Kingdom

This procedure explains how to raise concerns, how we will respond, and your options for escalation.

1. What You Can Complain About

1.1 Service Quality Issues:

• Service outages or reliability problems
• Performance issues not meeting SLA commitments
• Technical support response or quality
• Service delivery failures

1.2 Billing and Payment Issues:

• Incorrect charges or invoices
• Payment processing problems
• Refund disputes
• Pricing discrepancies

1.3 Account Management Issues:

• Account access problems
• Control panel functionality
• Service provisioning delays
• Migration or transfer issues

1.4 Policy and Procedural Concerns:

• AUP enforcement disputes
• Terms of Service interpretation
• Privacy and data protection concerns
• Communication and notification issues

1.5 Staff Conduct:

• Unprofessional behavior
• Poor customer service
• Communication problems
• Failure to follow procedures

2. Before Making a Formal Complaint

2.1 Contact Support First:

• Many issues can be resolved quickly through normal support channels
• Submit a support ticket describing the issue
• Allow reasonable time for support team to respond and resolve
• Provide all relevant information and documentation

2.2 Information to Provide:

• Account details (username, domain, service)
• Clear description of the problem
• When the issue occurred
• Steps you have already taken
• What resolution you are seeking
• Supporting evidence (screenshots, logs, correspondence)

2.3 Reasonable Expectations:

• Allow sufficient time for investigation
• Response time depends on issue complexity
• Some issues require technical investigation
• Not all outcomes may meet initial expectations

3. Making a Formal Complaint

3.1 When to Escalate:

• Support team unable to resolve the issue
• No response within reasonable timeframe
• Unsatisfied with proposed resolution
• Serious service failure or policy violation
• Repeated occurrences of same issue

3.2 How to Submit a Formal Complaint:

• Submit complaints using the complaint form linked in the website footer
• Include your account details and contact information
• Reference any previous support tickets
• Provide detailed description and timeline
• Attach relevant supporting documentation
• State your desired outcome or resolution

3.3 What to Include:

• Your full name and account details
• Contact telephone number and email address
• Nature of complaint
• Date(s) when issue occurred
• Previous support ticket numbers
• Steps taken to resolve informally
• Impact on your business or service
• Evidence supporting your complaint
• What you would consider a fair resolution

4. Our Complaints Process

4.1 Stage 1 - Initial Acknowledgment:

• Acknowledgment within 2 business days of receipt
• Complaint reference number assigned
• Initial assessment of complaint
• Request for additional information if needed

4.2 Stage 2 - Investigation:

• Thorough investigation of all aspects
• Review of support tickets and communication history
• Technical investigation where applicable
• Consultation with relevant staff and departments
• Review of policies and procedures
• Target: Investigation completed within 14 business days

4.3 Stage 3 - Response:

• Written response detailing findings
• Explanation of what happened and why
• Actions taken or proposed to resolve issue
• Proposed resolution or compensation (if applicable)
• Information about further escalation options
• Target: Full response within 28 calendar days

4.4 Complex Complaints:

• Some complaints require extended investigation
• We will keep you informed of progress
• Provide estimated completion date
• Interim updates every 14 days

5. Escalation to Management

5.1 When to Escalate to Management:

• Unsatisfied with Stage 3 response
• Complaint not resolved within 28 days
• New information affects original complaint
• Serious policy or procedural concerns

5.2 Management Review Process:

• Request management review in writing
• Reference original complaint number
• Explain why you remain unsatisfied
• Management review within 14 business days
• Senior management assessment of complaint handling
• Final company position provided in writing

5.3 Final Resolution:

• Management decision is our final position
• Detailed explanation of decision
• Confirmation of any actions or compensation
• Information about external dispute resolution

6. Remedies and Compensation

6.1 Possible Outcomes:

• Apology for service failures
• Service credits as per SLA terms
• Account credits for future services
• Partial or full refunds (where appropriate)
• Service improvements or upgrades
• Process changes to prevent recurrence
• Staff training or disciplinary action

6.2 Compensation Limitations:

• Compensation limited by Terms of Service
• Service credits may not exceed monthly fees
• No compensation for third-party issues
• No compensation for issues caused by customer
• No compensation during force majeure events

6.3 Non-Financial Remedies:

• Process improvements
• Enhanced support or monitoring
• Priority handling for future issues
• Direct contact with senior technical staff
• Service plan adjustments

7. Alternative Dispute Resolution

7.1 If You Remain Unsatisfied:

• You may pursue alternative dispute resolution
• Consider mediation or arbitration
• Legal action as a last resort

7.2 Mediation:

• Voluntary process requiring both parties' agreement
• Independent mediator facilitates resolution
• Costs typically shared between parties
• Non-binding unless agreement reached

7.3 Industry Bodies:

• For domain disputes: Nominet Dispute Resolution Service
• For data protection complaints: Information Commissioner's Office (ICO)
• For consumer issues: Citizens Advice or Trading Standards

7.4 Legal Action:

• Small claims court for disputes under £10,000
• County court for larger claims
• Subject to Terms of Service jurisdiction clauses
• Legal advice recommended

8. Data Protection Complaints

8.1 GDPR and Privacy Complaints:

• Follow standard complaints procedure first
• Clearly identify as data protection complaint
• We will respond within 30 days as required by law

8.2 ICO Escalation:

• Right to complain to Information Commissioner's Office
• Can complain to ICO at any time (not required to exhaust our procedure first)
• ICO contact details in Privacy Policy

9. Domain Registration Complaints

9.1 Domain-Specific Issues:

• Registration errors or delays
• Transfer problems
• WHOIS data accuracy disputes
• Domain suspension or deletion

9.2 Registry Escalation:

• Nominet complaints: www.nominet.uk/complaints
• ICANN complaints: www.icann.org/resources/pages/complaints
• Registry-specific procedures apply

10. What We Expect From You

10.1 During the Complaints Process:

• Provide accurate and complete information
• Respond promptly to requests for clarification
• Maintain professional and respectful communication
• Allow reasonable time for investigation
• Be open to proposed solutions

10.2 Unacceptable Behavior:

• Abusive, threatening, or discriminatory language
• Vexatious or repeated complaints without new evidence
• Demands for unreasonable compensation
• Harassment of staff members

10.3 Right to Refuse:

• We may decline to investigate vexatious complaints
• Repeated complaints on same issue without new evidence may be closed
• Abusive complainants may have correspondence restricted

11. Learning From Complaints

11.1 Continuous Improvement:

• All complaints reviewed for lessons learned
• Patterns analyzed for systemic issues
• Processes improved based on feedback
• Staff training updated as needed

11.2 Complaint Statistics:

• We track complaint volumes and types
• Monitor resolution times and outcomes
• Report to management quarterly
• Use data to drive service improvements

12. Complaint Record Keeping

12.1 Documentation:

• All complaints logged and tracked
• Complete records maintained
• Correspondence and evidence retained
• Outcome and resolution documented

12.2 Data Retention:

• Complaint records retained for 6 years
• Personal data processed in accordance with Privacy Policy
• Access to your complaint records available on request

13. Emergency Service Issues

13.1 Critical Service Outages:

• Use emergency support channels (not complaints procedure)
• Emergency contact details in Service Level Agreement
• Complaints about outages can be filed after resolution

13.2 Security Incidents:

• Report immediately to security team
• Follow incident response procedures
• Complaints about handling can be filed afterward

14. Timeframes Summary

Note: Complex complaints may require extended timeframes with regular updates provided.

15. Contact Information

15.1 For Formal Complaints:

Submit complaints using the complaint form linked in the website footer.

15.2 By Post:

Complaints Department
Data Technics IT Limited
60 Ascot Gardens
Southall, Middlesex
UB1 2SA
United Kingdom

15.3 For general support issues (not formal complaints), use standard support channels via your account.

16. Related Policies

This procedure should be read in conjunction with:

• Terms of Service
• Service Level Agreement
• Privacy Policy
• Acceptable Use Policy

17. Changes to This Procedure

17.1 We may update this procedure to improve complaint handling.

17.2 Material changes will be communicated via email.

17.3 Current version always available on our website.

17.4 Changes do not affect complaints already in progress.