Complaints Escalation Procedure

Complaints Escalation Procedure
We aim to give outstanding service and value for money, however we recognise that from time to time issues can arise that need to be escalated. We are committed to resolving any such issues as quickly and efficiently as possible. The following section gives information on how to contact us, and what to do if you have a complaint.

Step one: how to contact us

If you are unhappy with any of our services, or you feel that you have not received a satisfactory response from our Customer Support teams, you may send your complaint in writing to:

Paul Michael Ltd
16B Church Street
Witham
Essex CM8 2JL

Alternatively customers may email us at: info@safeservers.co.uk

You should expect to receive a response to your query within 14 days of us receiving your correspondence.

Step two: what we will do

On receipt of your complaint our Customer Support will thoroughly investigate any issues raised and propose a course of action for resolution.

Step three: if you are not satisfied

If you are not satisfied with the response you have received from us, you should send a letter detailing your complaint to:

Customer Services Manager
Paul Michael Ltd
16B Church Street
Witham
Essex CM8 2JL

You should expect to receive a response to your query within seven working days of us receiving your correspondence.

Step four: what we will do
On receipt of your complaint our Customer Service Manager will thoroughly investigate any issues raised and propose a course of action for resolution.

Step five: further action in order to resolve your dispute
Once you have a response from our Customer Services Manager, if you remain unsatisfied with our attempts to resolve the issue, you can contact Nominet on the following link: http://www.nominet.org.uk/registrants/maintain/complaints/

Overview of complaints escalation procedure
You contact Customer Support
Customer Support will investigate and propose a solution
You contact Customer Service Manager
Customer Service Manager will investigate and propose a solution
You contact Nominet
Contact information
We are happy to answer any questions you may have regarding your Cyber Technology Ltd services.

Please note that any discussions with the Cyber Technology Ltd are treated in strictest confidence, so we may need to ask you security questions to confirm that we are speaking to the right person.

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

Please note: by signing up for any of our services you agree to be bound by all Paul Michael Ltd terms and conditions.

Our commitment to our customers

Our aim is to respond to your queries within 2-5 Working Days on all of our contact methods, and during our core hours. We offer numerous ways to contact us and we are totally committed to offering our customers the highest levels of service at all times.