Complaints Procedure
At eCenica we do everything we can to make sure you enjoy innovative hosting products and a quality service to back them up. We're only human however, and occasionally things can go wrong. If you have reason to complain then 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 the problem 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 acknowledge all complaints within one business day and keep customers informed about progress.
Can I be sure you will take action?
Yes. We are committed to addressing every complaint thoroughly. As part of this we'll also make changes to try and ensure that other customers do not experience the same problem.
How do I submit my complaint?
Simply contact any member of eCenica using the contact details available on our web site. Your complaint will be passed to the correct staff member and he or she 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 1:
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 pass into the next stage.
- Stage 2:
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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