About this policy

Digital Space head office at Brunel Business Park, Jessop Close, Newark, Nottinghamshire NG24 2AG with 2 other offices nationwide, is committed to excellent customer service. As a leading managed cloud hosting provider, we recognise our role as a trusted partner in the day-to-day support of our customer’s business operations.

Our goal is to deliver service excellence to all of our customers.

If you are unhappy with our service, please contact us. It is through your feedback that we are able to review and improve the overall service we provide. We are totally committed to ensuring that every complaint is investigated fully, resolved to a satisfactory conclusion and within a reasonable timeframe.

What is a complaint?

A complaint is a statement in which you express your dissatisfaction with a particular situation. Something you are unhappy or upset about. This can be expressed verbally or in writing, to enable us to start proceedings and take appropriate actions to address your concerns.

The following outlines our policy and procedures for the handling of verbal and written complaints.

Making a complaint

To raise a formal complaint please write, email or telephone:

  • Telephone: 0333 220 0222
  • Email: complaints@digitialspace.co.uk
  • Letter: Digital Space, Brunel Business Park, Jessop Close, Newark, Nottinghamshire, NG24 2AG

Please include as much detail as possible; e.g.:

  • Your name and contact details
  • The nature of your complaint
  • The impact on your business
  • Any other relevant information

Our Commitment to you

Upon receiving your complaint, we will assign a dedicated person to handle this through to resolution. We will call you to discuss your concerns to obtain a full understanding of your complaint. Written acknowledgment will be made within 1 business day, providing you with a reference and details of our previous discussions.

  • While managing your complaint we will conduct a fair, and thorough investigation into your case; review your case on its own merits, and clearly communicate expected timeframes providing regular updates on the progress made.
  • We will prioritise your complaint, and attempt to resolve within a reasonable and agreed timeframe.
  • To regularly review our complaint process so that we can proactively improve our excellent standard of customer service.

If a complaint is very complex, resolution times can vary on a case-by-case basis, and it may occasionally be necessary to extend the agreed timescales. If this is the case, we will keep you informed of all progress, the reasons for the delay, and set new agreed expectations.

We will close a resolved complaint if:

  • A written summary of our actions and resolution details have been provided to you, and you provide written confirmation you are happy with the outcome.
  • If, 28 days after providing a solution and seeking your confirmation we do not receive a response.
  • We will re-open your complaint, if you contact us within 28 days from closure, to advise that it is not resolved.

Independent adjudication

If you remain dissatisfied and your complaint has been outstanding for 8 weeks or we have sent you notification that your complaint has reached deadlock, you can make a complaint through Digital Space’s Alternative Dispute Resolution (ADR) Scheme. This is provided independently and free of charge.

The Digital Space nominated Independent Adjudication scheme is operated by:

Ombudsman Services: Communications
PO Box 730, Warrington, WA4 6WU
Telephone: 0330 440 1614
Fax: 0330 440 1615
Text phone: 0330 440 1600
Email: enquiries@os-communications.org
Website: www.ombudsman-services.org/sectors/communications

Ombudsman Services and Ofcom resolve disputes between member operators and their residential and small business customers with 10 or fewer employees. Larger business customers are entitled to seek Legal Advice at this point however, we would appreciate the opportunity to resolve the complaint first.

Ofcom
Riverside House, 2a Southwark Bridge Road, London, SE1 9HA
Telephone: 0300 123 3333 or 020 7981 3040
Fax: 020 7981 3333
Text phone: 020 7981 3043
Website: www.ofcom.org.uk