Havenswift Hosting’s aim is for 100% customer satisfaction and we were founded with the express aim to exceed customer support levels provided by other hosting companies. Normal day to day questions and support issues should be registered with our support team by logging a Support Ticket and our aim is to respond within an hour and have a resolution within one working day, although more complex issues or those involving third parties can sometimes take longer.
If you feel you have not received the level of service you expect or have a specific complaint, then we have a two stage complaints procedure as follows.
You can log a new support ticket with the Complaints Department rather than the normal Support Depatment – this ticket queue is only seen by the support managers for each department. Please reference the original support ticket and the nature of your complaint.
Once the complaint has been submitted, we will:
If you are unhappy with the response you have received at stage one, you can go to the next stage of the complaints procedure and refer your complaint to the CEO. In order to ensure that your complaint is now dealt with at stage two, please clearly mark it as a ”Stage Two Complaint”.
The CEO will then personally investigate your complaint and aim to give you a response within 20 working days.