Complaints Procedure

Complaints Procedure

We have been in business since 1999 and are recognised as being highly professional and efficient in the support we offer. We are committed to ensuring our customers receive a high standard of service. We appreciate that, sometimes issues might arise that need to be addressed. Your comments are important to us and should you need to complain, we ask that you adopt the following procedure.

Stage 1: Contact us by Phone

If you have a complaint about any aspect of our service, then we would like to hear from you. Many outstanding issues can be resolved informally by discussing the issue with us directly. Our dedicated staff will deal with your query and will aim to resolve any outstanding issues in order to reach an amicable resolution. Call us on Freephone 0800 756 9975

Stage 2: Raise a Support Ticket

If you are unable to get through to someone by phone, you can request a call back or raise a support ticket. Please log into your account area and raise a support ticket, explaining the issue clearly and what you would like to see done in order to satisfy your complaint. We will respond to tickets within 12 hours on average.

Stage 3: Formal Letter

In the unlikely event of being unable to satisfy your complaint, please write a letter to Justin Williams (Managing Director) at W.E.B.S Ltd, Queensbury House, Harborough Road, Maidwell, Northants. NN6 9JA. Please explain the issue in your letter, provide a return address for correspondence and the matter will be dealt with at the highest level.

We are always willing to liaise with you, to settle any problems. All we ask is that you act reasonably with us and we will do everything in our power to assist you.