Company

Our Grievances and Complaints Procedure

aboutus1What is the official complaints procedure?

We are committed to ensuring our customers receive a high standard of service. We also appreciate that, with a large customer base, sometimes issues arise that need to be addressed.

Your comments are important to us. We rely on feedback from our customers to identify the root causes of complaints. This allows us to put things right for you and ensure improvements are made. We aim to do this quickly and efficiently.

Stage 1: Contacting us

If you have a complaint about any aspect of our service, then we would like to hear from you. The support agent who deals with your query will aim to resolve any outstanding issues and reach an amicable resolution.

You should initially lodge your complaint to our support HelpDesk.

Stage 2: Taking your complaint further

If you remain unsatisfied with our helpdesk response you should send an email direct to our dedicated complaints team to complaints @ uk-cheapest.co.uk. You MUST include your helpdesk ticket reference number in the subject of your email.

Stage 3: Making a complaint in writing

If after discussing any concerns you are dissatisfied with the response provided, you can make a formal complaint by writing to the relevant department at the following address, detailing your account details and the outstanding complaint.

  • UKC LABS LTD
    Complaints Department
    86 – 90 Paul Street
    London, EC2A 4NE

Your complaint will be acknowledged in writing or via telephone within five working days of receiving the complaint. An investigation will be carried out into the issues raised and a full response will be provided within ten working days.

Where the issue is particularly complex it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a full response.

Refunds and Cancellations

Site Builder / Web Hosting Refund Policy

100-blueWe care deeply about the satisfaction received by every customer. With this in mind, we offer a no quibble 30 day refund policy for all web hosting and site builder related services.

There are a number of reasons why you may require a refund and cancellation for your hosting or webspace account. Sometimes things just don’t work out.

Maybe you don’t require hosting – or didn’t understand what you were buying? Maybe you find it all too complicated and have decided to hire a web designer to do it all for you instead?

Or just maybe you don’t like the control panel or maybe just something else, anything else. But… Don’t worry – our unconditional 30 day refund policy is very easy to activate!

What we cannot refund.

Let’s get to the nitty gritty. We cannot refund for domain name registrations. We simply cannot cancel them once they are registered so there is no backing out of domain names, now that’s that hard stuff out of the way!

We can pretty much refund for anything else as long as you are within your 30 days, after that it is up to the discretion of the management – and they are pretty good as long as you have a valid reason, we don’t want unhappy customers, we don’t believe in making you stay with us if you don’t want to!

To action your refund request…

This is the simple part. Go to the eSupport HelpDesk, raise a support ticket asking for a refund on your particular product, provide your order number and for speed of execution if there is a domain name involved, mention that you understand that it cannot be refunded.

The HelpDesk will then action your refund with NO FURTHER QUESTIONS!