We want every customer to get a high standard of service. If something’s gone wrong, tell us and we’ll put it right as quickly as we can. Your feedback also helps us improve.
How to raise a complaint
- Support ticket – open a complaint ticket at pacwebhosting.uk/complaints. This is the quickest route and gives us a written record.
- Phone – 0333 123 8000, during UK office hours.
- Post – Complaints, PAC WEBHOSTING LTD, Suite 2 Albion House, 2 Etruria Office Village, Forge Lane, Etruria, Stoke-on-Trent, ST1 5RQ. This is a postal address only, and we don’t receive visitors.
Please tell us your name, the account or domain concerned, what went wrong and what you’d like us to do.
What happens next
| Stage | What we do | Timescale |
|---|---|---|
| 1. Front-line resolution | The support team member handling your complaint tries to resolve it with you straight away | Most complaints are resolved here |
| 2. Acknowledgement | If it can’t be resolved straight away, we confirm we’ve received it and tell you who’s handling it | Within 3 business days |
| 3. Escalation to a Director | If you’re not happy with the first response, reply to your ticket and ask for it to be escalated. A Director will review it, and can call you back if you’d prefer to talk it through | Within 5 business days of your request |
| 4. Final response | A written final response explaining what we found and what we’ll do | Within 20 business days of your complaint. If we need longer, we’ll tell you why and when to expect it |
If you’re still unhappy
- About your personal data: you can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113. We’d appreciate the chance to put it right first.
- Consumers: you can get free, independent advice from the Citizens Advice consumer service on 0808 223 1133, or at citizensadvice.org.uk. You can also go to the small claims court.
- Domain ownership disputes: these are handled by Nominet’s Dispute Resolution Service for .uk domains, and the UDRP for most other extensions.
Need to report spam, phishing, malware or other abuse on a site we host, rather than complain about our service? Use our Abuse team at pacwebhosting.uk/abuse – you don’t need to be a customer.
The full procedure is in our Complaints and Abuse procedure.
