Our complaints and escalation procedure for residential users and small businesses. We are committed to providing excellent service and resolving any issues quickly.
We aim to resolve any issue as quickly as possible, preferably during a phone call or email
We are committed to providing all customers excellent service, but in the unlikely event that you feel a complaint must be raised, we have detailed the steps to be taken.
Multiple ways to reach us with your concerns or issues
Monday - Friday: 09:00-18:00
Saturday: 10:00-16:00
Customer Services
Netservers Ltd.
21 Signet Court
Cambridge, CB5 8LA
Note: We may monitor or record online chats or calls made to or from our Support and Sales team. We do this for training purposes, to improve customer support quality, and to comply with Ofcom regulations.
Start by contacting us directly - phone is recommended for real-time resolution
For complex issues, we may require longer and will let you know if this is the case.
If you're not satisfied with the proposed resolution
Send a letter quoting your complaint reference number requesting that your complaint be referred to the Customer Services Manager.
You will receive a written response within 10 working days.
Attn: Complaints Manager
Netservers Ltd.
21 Signet Court
Cambridge CB5 8LA
Please include your name, address and preference for how you'd like us to reply (phone/email/letter).
Independent review if your complaint remains unresolved
After involvement from a manager, if your complaint remains unresolved, you may contact our managing director. Alternatively, you can raise the complaint with the ISPA.
The ISPA will review the complaint independently of us.
Final step if all other avenues have been exhausted
Phone: 0330 440 1614
Email: osenquiries@os-communications.org
Address:
Ombudsman Services Communications
PO Box 730, Warrington WA4 6WU
The Ombudsman cannot deal with:
The Ombudsman can ask us to issue an apology, take remedial action, and award compensation. Their decisions are binding on us but not you, allowing you to seek further advice if needed.
Understanding what complaints can and cannot achieve
Whilst we are very good at resolving issues when they occur, there may be third parties we are reliant upon. We will be honest when such issues occur and who is at fault.
Sometimes there may be faults caused by major issues such as technical failure or natural disaster. We will aim to resolve these as quickly as possible but complaints cannot force us to provide service when temporarily impossible.
Complaints cannot force us to provide a service where we have deemed we cannot, or continue to do so, and have provided notice as per agreed terms and conditions.
Contact us first - we're committed to resolving issues quickly and efficiently.