At Levelup Hosting, we value our customers and aim to provide exceptional service at all times. However, if you are unhappy with any aspect of the service you have received, we encourage you to let us know. We are committed to addressing your concerns promptly and fairly.
How to Submit a Complaint
You can submit a complaint to us using the following methods:
-
By Email
Email us at complaints@levelup-hosting.co.uk. Please include the details of your issue, such as:- Your name and contact information
- A description of the service or issue in question
- Any relevant reference numbers (e.g., order number, support ticket ID)
- The outcome you are seeking
-
Through Our Client Area
Log in to your Client Area and submit a complaint ticket by selecting create a ticket. Be sure to provide all necessary details so that we can resolve the issue as quickly as possible. -
By Postal Mail
If you prefer, you can send a written complaint to our postal address:Unit A 82 James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE
Please include all relevant details in your letter, including your contact information.
Acknowledgement and Response
- Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
- Resolution Timeline: We aim to resolve all complaints within 10 business days, depending on the complexity of the issue. If your complaint requires more time, we will keep you informed throughout the process.
Escalation and Appeals
If you are not satisfied with the resolution of your complaint, you can escalate it by:
- Requesting a review by a senior manager. This request can be made via email or through your open complaint ticket.
- We will complete the review and respond to your appeal within 5 business days.
Ombudsman Service
If you are still dissatisfied after our final response, you may refer your complaint to an independent dispute resolution service or ombudsman, depending on the nature of the complaint.
