Customer care
Complaints & escalation.
We aim to address complaints in a timely and effective manner, with a clear route for escalation when an issue has not been resolved.
Clear escalation We listen
1
Raise the issueTell us what has happened
2
Manager reviewWe investigate and respond
3
Escalate if neededIndependent route for telecoms complaints
Complaints procedure
Hosting complaints
If you wish to raise a complaint about a service you have received, or report abuse connected with a customer service, email info@subsetenterprise.co.uk. The current published procedure says complaints are acknowledged by email and investigated by a manager, with an aim of providing a resolution within three working days.
Connectivity & communications complaints
Use the same contact route for connectivity or communications complaints. If you remain unhappy after the internal complaint process, the existing Subset procedure provides for escalation to the relevant independent ombudsman route.
Production note: this redesign preserves the structure and key timings from the existing published complaints page. Before replacing the live legal/compliance page, have the current approved wording and ombudsman details checked and inserted verbatim.
Email a complaint →