Complaints Policy

Purpose

We are committed to delivering reliable website hosting, server hosting and domain services. If something goes wrong, we want to fix it quickly and fairly. This policy explains how you can raise a complaint and how we handle it.

Scope

This policy covers complaints about any product or service supplied by LiquidWebSpace LTD, including (but not limited to):

• Shared and managed website hosting
• VPS, dedicated and cloud/server hosting
• Domain registration, renewal and transfer services
• Billing, account management, support interactions, and service availability

How to make a complaint

Please email complaints@liquidwebspace.com with:

• Your name and company (if applicable)
• Your account/Client ID and any affected domain(s) or server(s)
• A clear description of the issue (what happened, when, and what outcome you’re seeking)
• Relevant screenshots, error messages or ticket numbers

If you are unable to email us, please write to the Registered Office (above). For security, we may ask you to verify account ownership.

What we will do (our service commitment)

• Acknowledge within 24 hours: We will confirm we’ve received your complaint and assign a reference number.
• Initial assessment: We will review the facts, logs and previous tickets, and may contact you for more information.
• Investigation & resolution: We’ll propose a resolution and explain the reasons. Where we’re at fault, we’ll put things right as quickly as possible.

Typical timeframes

• Straightforward issues: aim to resolve within 5 working days from acknowledgement.
• Complex/third-party issues (e.g., datacentre, registry, upstream providers): we’ll keep you updated at least every 5 working days until resolved.

Escalation

If you’re unhappy with the outcome or progress:

• Ask for escalation in your email thread. Your case will be reviewed by a Senior Manager.

External options (domains):

• For .uk domains, you may refer to Nominet’s complaints and Dispute Resolution Service (DRS).
• For other TLDs, you may consult the relevant registry’s published complaints procedures.

Credits, refunds and goodwill

Where appropriate, we may apply service credits under your plan’s SLA, issue partial refunds for unused service, or provide reasonable goodwill gestures. Credits and refunds are at our discretion and in line with our Terms of Service and applicable law.

Records & privacy

We keep complaint records (including correspondence, call notes and technical logs) for audit and service-improvement purposes. We process personal data in line with our Privacy Policy and applicable data-protection laws. Do not include passwords or sensitive data in your complaint email.

Accessibility & vulnerable customers

If you need alternative formats or reasonable adjustments (e.g., different contact method or an advocate), tell us in your email. We will make proportionate adjustments wherever possible.

Unacceptable behaviour

We understand complaints can be stressful. We won’t tolerate abusive, discriminatory or threatening behaviour towards our staff. In such cases, we may restrict contact to written channels and/or take appropriate action.

Status updates

You can request an update at any time by replying to your complaint thread. We’ll also send proactive updates for ongoing investigations as per the timeframes above.

Review of this policy

We review this policy at least annually, and after any material change to our services or regulatory environment. The latest version will always be available on our website.