Complaints Procedure
At Ecenica we do everything we can to make sure you enjoy innovative hosting products and a high quality service. We're only human however, and occasionally things may go wrong. If you have reason to complain, we will always listen carefully to you. We promise to take a balanced and fair view of the situation and take whatever action is required to resolve your complaint in a quick and timely manner.
How quickly will you look into my complaint?
We know you expect an urgent response and we'll make sure that's what you get. We aim to acknowledge your complaint within two business days.
Can I be sure you will take action?
Yes. We are committed to addressing your complaint thoroughly.
How do I submit my complaint?
Your complaint will be passed to the correct staff member who will deal with it in accordance to our complaints procedure.
What is the procedure for handling complaints?
Ecenica has a two stage procedure for dealing with complaints:
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Stage One:
The person you first contact with the details of your complaint will aim to resolve the problem quickly for you. Happily, most customer concerns are successfully resolved at this initial stage. If this isn't the case, then your complaint will passed into the next stage.
- Stage Two:
Your complaint will be referred to a more senior person within the relevant area of Ecenica who will look into your case. If necessary that person will refer to someone in higher authority in order to successfully resolve the problem.
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