Nationhost Complaints Policy

1. Introduction

At Nationhost, we are dedicated to providing excellent service to all our customers. We take all complaints seriously and strive to resolve them in a fair, timely, and effective manner. This Complaints Policy outlines how we handle complaints and the steps you should follow to raise a concern with us.

2. How to Make a Complaint

If you are dissatisfied with our services or have a complaint, please follow these steps:

2.1. Initial Contact

• Contact Us Directly: Please contact our customer support team as soon as possible. You can do this via:

  • Email: support@nationhost.net
  • Phone: 0800 6 102 106
  • Online Support Portal: Nationhost.net/support

• Provide Details: When making a complaint, provide as much detail as possible, including:

  • Your account or customer reference number
  • A clear description of the issue
  • Any relevant supporting documentation or evidence

2.2. Acknowledgement

• Acknowledgement of Receipt: We will acknowledge receipt of your complaint within 2 business days.
• Initial Assessment: We will conduct an initial assessment to determine the nature and severity of the complaint.

3. Investigation and Resolution

3.1. Investigation

• Review: We will thoroughly investigate your complaint to understand the issue and identify appropriate solutions.
• Timescale: We aim to complete our investigation and provide a resolution within 10 business days from the date of acknowledgment. If more time is required, we will keep you informed of the progress.

3.2. Resolution

• Response: Once our investigation is complete, we will provide a formal response detailing our findings and any actions taken.
• Resolution Offer: If your complaint is upheld, we will offer a resolution which may include a correction, refund, or other remedies as appropriate.

4. Escalation

If you are not satisfied with the resolution provided, you may escalate your complaint by:

• Requesting a Review: Request a review of the complaint by contacting our senior management team. Please provide any additional information or reasons why you believe the resolution was inadequate.
• Contact Information for Review: Send your escalation request to:
  • Email: management@nationhost.net
  • Postal Address: Nationhost, Cornerways, Mosterton, DT8 3HL

5. External Resolution

If you remain dissatisfied after escalating your complaint internally, you have the right to seek an external resolution through:

• Alternative Dispute Resolution (ADR): Contact an ADR body that can provide an impartial review of your complaint.
• Regulatory Bodies: Depending on the nature of your complaint, you may also contact relevant regulatory bodies for further assistance.

6. Confidentiality

We are committed to maintaining the confidentiality of your complaint. All complaints will be handled with discretion, and personal data will be protected in accordance with our GDPR Privacy Policy.

7. Continuous Improvement

Your feedback is valuable to us. We use the information gathered from complaints to improve our services and address any recurring issues.