Complaints Procedure

If you are unhappy with any of our services please raise a ticket via our helpdesk located within your client area and an appropriate manager will address the issue; however if you feel that you have not received a satisfactory response from our support or customer care teams, you may send your complaint in writing to the following address:

Hostlive
Unit 3B
181A Verulam Road
St Albans
AL3 4DR

Please include the following information in any correspondence:

  • Your full name
  • Your full address
  • Your company name (if applicable)
  • Contact phone number
  • Your account reference number (if applicable)
  • Any ticket reference numbers associated to the complaint (if applicable)

We will acknowledge your complaint within three working days from receipt and provide a full response within 10 working days.

We will make every attempt to bring the complaint to a satisfactory conclusion within the first 10 working days however resolution time may be significantly longer in some cases if the issue is particularly complex.

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