Abuse Reporting Procedure

1. Purpose of this procedure

This page explains how to report suspected abuse involving a domain name, website,
hosting account, email service or other service supplied or managed by Coleswood
Media Ltd under the Cheap Web Hosting UK trading name.

We take genuine reports seriously and will investigate actionable complaints
promptly and proportionately. We may need to contact the reporter, the customer,
an upstream provider, a domain registry, law enforcement or another relevant
organisation as part of an investigation.

2. What may be reported

Examples of reportable abuse include:

• Phishing, credential theft or impersonation;
• Malware, ransomware, viruses or malicious downloads;
• Spam or unsolicited bulk email sent through our systems;
• Compromised websites or hosting accounts;
• Fraudulent websites, scams or deceptive payment pages;
• Botnets, command-and-control activity or denial-of-service attacks;
• Child sexual abuse material or other seriously unlawful content;
• Copyright or trade mark infringement, where supported by sufficient evidence;
• Domain-name abuse or unlawful activity involving a domain managed by us;
• Other activity that breaches our Terms and Conditions or Acceptable Use Policy.

3. How to submit an abuse report

Please include as much of the following information as possible:

• The affected domain name, website address, IP address or email address;
• The exact page URL or location of the reported material;
• A clear explanation of the suspected abuse;
• The date, time and time zone when the activity occurred or was observed;
• Relevant email headers, server logs, screenshots or other supporting evidence;
• Your name, organisation and contact details;
• Any police, court, regulator or case reference, where applicable;
• The action you believe may be necessary.

Please do not send passwords, complete payment-card details, unnecessary identity
documents or other sensitive information unless we specifically request it through
an appropriate secure method.

4. Email abuse and spam reports

For spam, phishing or other email-related reports, please provide the original
message with its complete email headers. A screenshot alone will often not contain
enough information to identify the sending system or investigate the report.

Where possible, attach the original message as an .eml file or paste
the full raw headers into the report. Please remove or obscure unrelated personal
information belonging to other recipients.

5. Copyright and trade mark complaints

A report alleging infringement should identify the protected work or right, the
exact location of the allegedly infringing material, the basis on which you are
authorised to act and the action requested.

We may ask for evidence of ownership or authority and may forward relevant parts of
the complaint to the affected customer so that they can respond. We do not act as a
court and may require the parties to use the appropriate legal, registry or dispute-
resolution process where ownership or legal rights are genuinely disputed.

6. What happens after a report is received

1. We will acknowledge receipt of an actionable abuse report within
   five working days.
2. We will review the information supplied and determine whether the reported
   service is managed by us and whether further evidence is required.
3. We may contact the reporter for clarification or additional evidence.
4. We may contact the affected customer and require an explanation, correction,
   removal or other remedial action.
5. We will take reasonable and proportionate action where the evidence supports the
   report.
6. Where appropriate, we will provide the reporter with an update or outcome,
   subject to legal, security, privacy and confidentiality restrictions.

For this procedure, a working day means Monday to Friday, excluding public and bank
holidays in England and Wales. We may act sooner where a report concerns an urgent
security threat, serious unlawful activity or an immediate risk of harm.

7. Possible actions

Depending on the evidence, severity and circumstances, we may:

• Request further information from the reporter or customer;
• Require the customer to remove, secure or correct material;
• Reset credentials or apply temporary security restrictions;
• Disable a website, mailbox, script, file or other affected component;
• Suspend or terminate a hosting account or other service;
• Apply an appropriate domain lock or restriction where permitted;
• Refer the matter to an upstream provider, registry or registrar;
• Preserve relevant records and evidence;
• Report or disclose information to law enforcement or another competent authority where required or permitted by law.

Action is determined case by case. We will consider the seriousness of the reported
activity, the strength of the evidence, the risk of continuing harm and the potential
effect of action on legitimate users or unrelated services.

8. Urgent threats and emergencies

If there is an immediate danger to life, an ongoing serious crime or another
emergency, contact the police or the appropriate emergency service first.

UK law-enforcement agencies and other competent authorities may also contact our
abuse team at
abuse@cheapwebhosting-uk.co.uk
or call 03333 444 515. Please identify the agency,
officer, legal basis and case reference, and provide an official return contact
method.

9. Reports outside our control

We can only take direct action against services, accounts or domain registrations
that we supply or manage. If the reported domain, website, server or email service
is not under our control, we may tell you this or direct you to the apparent
provider, registrar, registry or relevant authority.

The presence of our nameserver, IP address or contact details in historic records
does not necessarily mean that we currently control the reported service.

10. False, misleading or abusive reports

Reports must be made honestly and in good faith. Knowingly false, misleading,
automated, repetitive, threatening or abusive submissions may be rejected and may
be reported to the appropriate service provider or authority.

Submission of an abuse report does not create a right to demand a particular action
or the disclosure of confidential customer information.

11. Privacy and confidentiality

We will use information supplied in an abuse report to investigate, respond to and
keep records of the complaint. We may share relevant information with the affected
customer, domain registry, upstream provider, professional adviser, law-enforcement
agency or other competent body where reasonably necessary and lawful.

We may withhold details of our investigation or action where disclosure could
compromise security, prejudice an investigation, breach privacy or confidentiality,
or conflict with a legal obligation.

12. Customer complaints

Billing disputes, ordinary support requests and complaints about our customer
service should use our
Complaints Procedure
rather than the abuse address.