Customer Complaints Procedure

We're confident that you'll be satisfied with our service, however, If you have a complaint about our organisation we want to hear about it and we will do our best to put it right. Our Customer Complaints Procedure has the following goals:

• To deal with complaints fairly, efficiently and effectively;
• To ensure that all complaints are handled in a consistent manner throughout;
• To increase customer satisfaction;
• To use complaints constructively in the planning and improvement of all services.

Who can complain?
Anyone who is receiving a service from All Checked Hosting Ltd.

How to complain
Many complaints can be resolved informally. In the first instance contact All Checked by email at complaints@allchecked.co.uk.

If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint. Write down your complaint and send it to:

Complaints
All Checked Ltd,
Highgate House,
134 Highgate,
Kendal
LA9 4HL

What happens Next?
You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.

You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.

In all cases, a complaint will be given full and fair consideration. However, if as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the details or outcome of matters outside of this procedure.

If a criminal offence is alleged, then the police will be informed.

What to do if you’re dissatisfied with the outcome?
If you’re unhappy with the way that we deal with your complaint please contact your local Trading Standards office for further advice or raise a case via the EC: ODR.