Complaints Procedure

We aim to provide all our customers with a high level of service. However, if for any reason you are not satisfied with the service that you have received from us, please contact the supervisor of the department concerned who will investigate and respond to your complaint. If you are not happy with the response you received and wish to make an escalated complaint, please follow our Complaints Procedure as detailed below. We are committed to ensuring that your concerns are fully investigated.

How do I make a formal complaint?

If you have made a complaint to the supervisor of the department concerned and are not happy with the response that you received, then you can escalate your complaint. All complaints should be made to the manager of the department concerned.

Please send your complaint to:

Department Manager

EMS Internet Ltd

1410 Centre Park Square,

Warrington,

Cheshire,

WA1 1RU

Tel: 08447 041 612

Email: [email protected]

What happens next?

1. When the Department Manager has received your complaint, they will acknowledge it within five working days.

2. We will then fully investigate your complaint and aim to respond within twenty one working days.

3. If the situation requires a longer investigation, we will contact you within fourteen working days to inform you of this and let you know when you can expect our response.

4. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

What happens if I am not satisfied with the response I receive?

If you are not satisfied with the response that you have received from the Department Manager then you have a period of twenty working days, from the date of our response, to make an escalated complaint to the General Manager. If we do not receive an escalated complaint within twenty working days, we will consider the case to have been resolved.

If you wish to make an escalated complaint, please ensure that you include details of your previous complaint, and reasons for your dissatisfaction. You should receive a final response within ten working days.

All escalated complaints should be made in writing and include the following information:

Your name, contact details and account information if appropriate

The domain name(s) concerned (if appropriate)

A clear description of your concern or complaint

What steps you would like us to take to resolve the issue

Please write "Complaint" clearly on the top of your letter or in the subject line of your email.

Please send your complaint to:

General Manager

EMS Internet Ltd

1410 Centre Park Square,

Warrington,

Cheshire,

WA1 1RU

Tel: 08447 041 612

Email: [email protected]

What happens next?

1. When the General Manager has received your complaint, it will be acknowledged within five working days.

2. We will then fully investigate your complaint and aim to respond within twenty one working days.

3. If the situation requires a longer investigation, we will contact you within fourteen working days to inform you of this and let you know when you can expect our response.

4. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

What if I have a suggestion and/or comments rather than a complaint?

We always welcome feedback on any aspect of our policy, procedures or services. If you would like to send us suggestions or comments, please send these to [email protected] and they will be passed on to the relevant department or project team as appropriate.