Introduction
At HostGrower Limited, we are committed to providing a high standard of service to all our customers. We take all complaints seriously and aim to resolve them promptly and fairly. This policy outlines how to raise a formal complaint and what you can expect from us in response.
Step 1: Contact Our Support Team
Before submitting a formal complaint, we encourage you to contact our support team directly, as most issues can be resolved quickly at this stage. You can reach us via:
- Support Ticket: Log in to your account at my.hostgrower.com and submit a support ticket.
- Email: support@hostgrower.com
- Live Chat: Available through our website during business hours.
Step 2: Submit a Formal Complaint
If you are dissatisfied with the service you received and have been unable to resolve the issue through our support team, you may file a formal complaint. Please include the following information:
- Your full name and account username or email address.
- A clear and detailed description of the complaint.
- The date(s) on which the issue occurred.
- Any relevant reference numbers, ticket IDs, or correspondence.
- The outcome you are seeking.
Formal complaints may be submitted by:
- Email: complaints@hostgrower.com
- Post: HostGrower Limited, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Our Response Process
Upon receipt of your formal complaint, we will:
- Acknowledge your complaint within three working days.
- Conduct a thorough investigation into the issues raised.
- Provide a full written response within ten working days.
If your complaint is particularly complex and requires additional time to investigate, we will notify you of our next steps and provide a clear timeframe for when you can expect a complete response. We aim to resolve all complaints no later than eight weeks from the date of receipt.
If You Remain Dissatisfied
If you are not satisfied with our resolution, or if your complaint has not been resolved within eight weeks, you may escalate your complaint to one of the following independent bodies depending on the nature of your concern:
- Nominet – For complaints relating to .uk domain name registrations: nominet.uk/complaints
- Information Commissioner's Office (ICO) – For complaints relating to data protection or privacy: ico.org.uk/make-a-complaint
- Citizens Advice – For general consumer rights advice: citizensadvice.org.uk
Alternative Dispute Resolution (ADR)
In accordance with the EU Alternative Dispute Resolution Directive and UK ADR regulations, customers who are not satisfied with the outcome of their complaint may seek resolution through an approved Alternative Dispute Resolution provider. Please contact us at complaints@hostgrower.com for further information regarding available ADR options.
Confidentiality
All complaints will be handled with the utmost confidentiality. Information provided during the complaints process will only be used for the purpose of investigating and resolving your complaint, and will be handled in accordance with our Privacy Policy and the UK General Data Protection Regulation (UK GDPR).
Continuous Improvement
We use feedback from complaints to improve our services. All formal complaints are reviewed by our management team to identify trends and implement service improvements where appropriate.
Governing Law
This Complaints Policy is governed by the laws of England and Wales. Any disputes that cannot be resolved through our complaints procedure shall be subject to the jurisdiction of the courts of England and Wales.
Contact Us
If you have any questions about this Complaints Policy, please contact us at complaints@hostgrower.com or write to us at HostGrower Limited, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.