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Any issues you raise with us will be dealt with professionally, and any feedback taken seriously so that we can improve our services. All contacts to us via email or support ticket will be acknowledged by a person within 24 hours, and where possible we will also attempt to resolve an issue within this same time frame. More complex issues may take slightly longer. For contact by post, we will respond within 5 working days.
You will always get a near-instant response on live-chat and phones, and for more complicated issues we usually look into new support tickets within a few minutes.
If you wish to raise a complaint or escalate an issue where something has not been resolved to your satisfaction, please email [email protected] with the subject 'Complaint'. This will be assigned within our system to a senior member of management who will investigate the issue and report back. If the issue is not resolved to your satisfaction, you can escalate the complaint by writing to the company directors. Please address the complaint via post to: HostForWeb, World Host Group, 87 North Road, Poole, BH14 0LT, UK
A company director will investigate the issue and let you know the outcome within three working days of you raising the complaint. Please include as much information as possible related to the problems you've encountered as it will enable us to be thorough in our report back to you.
If you are not happy with the outcome of our investigation, the last option is for us to use a third party mediation/arbitration service.