Complaints and Appeals

What is the Complaints and Appeals Procedure?

At uknetweb we are committed to ensuring that our customers receive a high standard of service. We also appreciate that sometimes issues arise that need to be addressed.
We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for you, the customer.

We endeavour to make sure that all complaints are investigated fairly and in a timely way and that all complaints, wherever possible, are resolved and that relationships are repaired.

If you wish to make a complaint, please follow the procedures below.

1: Contact Us

If you wish to make a complaint about any aspect of our service, then please get in touch. Often any issues can be resolved swiftly and informally by any of our staff.

We find the best method for this is via email, either to a specific staff member that you have dealt with previously or by using the enquiry form or support system (links to both on our Contact Us page). We then have everything recorded in writing in case the issue cannot be resolved and needs to be escalated further.

2 : Escalating your issue

If the employee you have been in contact with cannot resolve your issue they should raise this to a manager, you may also asked to be put in contact with a manager at any point during the complaints process. If one is not available at that time they will be in touch as soon as possible.
We aim to respond to all contact within 24 hours and at an absolute maximum of 3 days.

Raising an Appeal

If after this process you are dissatisfied with the response provided, please write to the below address detailing the outstanding complaint:

The Engine House
Wheal Kitty

You will receive acknowledgement of your complaint in writing or via telephone within three working days of receipt. An investigation will be carried out into the issues raised and a full response provided within 10 working days.

In cases where the issue is particularly complex it may take longer to respond, however we will update you on the progress and advise when you can expect a full response.