Our complaints and escalation procedure for residential users and small businesses. We are committed to providing excellent service and resolving any issues quickly.
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.
01223 446000
Mon-Fri: 09:00-18:00, Sat: 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 for training purposes and to comply with Ofcom regulations.
Start by contacting us directly. Include: description of the problem, the service affected, date/time of the issue, when you first raised this, and what you'd like us to do. We acknowledge within 1 working day and aim for resolution within 3 working days.
If not satisfied, send a letter quoting your complaint reference number to: Attn: Complaints Manager, Netservers Ltd., 21 Signet Court, Cambridge CB5 8LA. Written response within 10 working days.
If unresolved, contact the ISPA for independent review. Phone: 020 3397 3304, Email: admin@ispa.org.uk, Website: ISPA Complaints
Contact the Ombudsman if we haven't resolved your complaint within 12 weeks, or the situation has reached 'Deadlock'. Phone: 0330 440 1614, Email: osenquiries@os-communications.org, Address: PO Box 730, Warrington WA4 6WU.
The Ombudsman can ask us to issue an apology, take remedial action, and award compensation. Their decisions are binding on us but not you.
Whilst we are very good at resolving issues, there may be third parties we are reliant upon. We will be honest when such issues occur. Complaints cannot force us to provide service when temporarily impossible due to force majeure events.
Contact us first - we're committed to resolving issues quickly and efficiently.