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Complaints Procedure

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Complaints Procedure

Last updated: 4 August 2026  ·  Coleswood Media Ltd, company no. 05331756

1. Our commitment

We aim to provide a reliable and helpful service to all customers. However, we recognise
that problems can sometimes occur. If you are dissatisfied with any part of our service,
please tell us so that we can investigate the matter and try to resolve it fairly and promptly.

This procedure applies to complaints about hosting, domain names, email services, billing,
customer support and other services supplied by Coleswood Media Ltd under the Cheap Web
Hosting UK trading name.

2. Before making a formal complaint

Many problems can be resolved quickly by our support team. Existing customers should normally
open a support ticket through the
client area
or contact us through our
Contact page.

Please explain the issue clearly and provide any relevant domain name, invoice number, service
details, dates, screenshots, error messages or previous ticket references.

3. How to make a formal complaint

If the issue has not been resolved through normal support, or you wish to make a formal
complaint immediately, please contact our Complaints Manager using one of the following methods:

  • Email:
    info@cheapwebhosting-uk.co.uk
    with Formal Complaint in the subject line;
  • Support ticket: open a ticket through the
    client area
    and state that it is a formal complaint;
  • Telephone:
    03333 444 515;
  • Post: Complaints Manager, Coleswood Media Ltd, First Floor Office,
    Sentinel House, London, NW4 2EP.

Please include:

  • Your name, contact details and customer-account email address;
  • The domain name, service or invoice concerned, where applicable;
  • A clear description of what happened and when;
  • Copies of or references to relevant correspondence or support tickets;
  • The outcome or action you would like us to consider.

A complaint made by telephone will be recorded and passed to the appropriate person. We may ask
you to confirm important details in writing where this is reasonably necessary for a proper
investigation.

4. What happens after we receive your complaint

  1. We will acknowledge receipt of your complaint within five working days.
  2. We will investigate the complaint, review relevant records and may contact you for further
    information.
  3. We aim to provide a full written response within ten working days of receiving
    the complaint.
  4. If the matter requires a longer investigation, we will contact you within ten working days,
    explain the reason for the delay and provide an updated response date.
  5. Our response will explain the outcome of the investigation and, where appropriate, any
    corrective action or proposed resolution.

For this procedure, a working day means Monday to Friday, excluding public and bank holidays
in England and Wales.

5. Escalating your complaint

If you are dissatisfied with the Complaints Manager's response, you may request a final review
by a Director of Coleswood Media Ltd.

Your escalation should be made in writing within 20 working days of the date of
our initial complaint response. Please use the same email, ticket or postal contact details
above, mark the correspondence Complaint Escalation, and explain:

  • Why you remain dissatisfied;
  • Which part of the response you dispute;
  • Any important evidence that you believe was not considered;
  • The outcome you are seeking.

The Director will review the complaint and the previous response. We will acknowledge the
escalation within five working days and aim to issue our final response within ten working
days. If more time is required, we will explain why and provide an updated response date.

If no escalation is received within 20 working days, we will normally treat the complaint as
closed, although we may reopen it where there is a reasonable basis to do so.

6. Complaints concerning .uk domain names

We are committed to complying with the Nominet Registry-Registrar Agreement and applicable
.uk registry policies. A complaint concerning a .uk domain should first be raised with us
through the procedure above.

If you believe that we have breached the Nominet Registry-Registrar Agreement and you remain
dissatisfied after giving us an opportunity to resolve the matter, you may contact Nominet's
Customer Services Team:

Nominet generally expects the customer to contact the registrar first. Nominet can investigate
complaints about compliance with its Registry-Registrar Agreement, but it does not replace the
courts, consumer-protection bodies or other dispute-resolution procedures for matters outside
that agreement.

7. Domain ownership and intellectual-property disputes

This complaints procedure does not determine who has superior rights to a domain name or resolve
trade mark and domain-ownership disputes. Disputes concerning rights in a .uk domain may be
eligible for Nominet's Dispute Resolution Service. Other domain extensions may have separate
registry or dispute-resolution procedures.

8. Abuse reports

Reports of phishing, malware, spam, fraud, unlawful content or other actionable abuse should
not be submitted as ordinary customer complaints. Please use our
Abuse Reporting procedure
or email
abuse@cheapwebhosting-uk.co.uk.

An immediate danger to life, ongoing crime or other emergency should also be reported directly
to the police or appropriate emergency service.

9. Records and personal information

We may retain complaint correspondence and investigation records for customer-service,
compliance, legal and business-administration purposes. Personal information will be handled
in accordance with our Privacy Policy and applicable UK data-protection law.

Need to raise a complaint?
Email our Complaints Manager
or call 03333 444 515.