What is the Complaints and Appeals procedure?

This article outlines the complaints process, detailing what you need to do, and how you can get in contact with us.

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.

Contacting us

In the first instant of getting your issue resolved, we'll love to hear from you, we always want to make sure that we are doing everything we can to serve you and making sure you are 100% up and running, The support agent who deals with your query will aim to resolve any outstanding issues and reach an amicable resolution.

Making a manager aware

if the support agent is unable to assist you further or needs clarification, the agent will forward the complaint to the manager in the team. If a manager is available they will be happy to talk to you to discuss your case. Managers are available on main working days during business core hours. Our managers will get back and resolve your issue within 1 hour during business times 9AM - 5PM Monday to Friday.

Raising an Appeal 

If after you do not feel satisfied with the way your complaint has been dealt with, you can write to us at the following address, please make sure you write your account number, order number and contact details, plus your original complaint, this will help us deal with your complaint most effectively.

MyServerNetworks Ltd
Olney Office 8,
17 High Street, 
Olney, Bucks, 
United Kingdom,
MK46 4EB

After we have received your complaint please allow 3 working days for our internal investigation team to investigate your complaint, after this will we phone you/or email you to make sure you aware of what the outcome of the complaint is. How we are resolving this and what we will do going forward. We always appreciate your feedback. 

 

 

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