We aim to resolve problems fairly, clearly and without passing customers around. This procedure covers complaints about ION IT services, including domain-registration services.
How to complain
Email info [at] ionitltd [dot] net, telephone 01143 088 709, or write to ION IT Limited, Office 7, 180 Attercliffe Road, Sheffield, S4 7WZ.
Please include your name, organisation, contact details, affected service or domain, what happened, relevant dates, previous ticket or invoice references and the outcome you would like.
What happens next
- We record the complaint and acknowledge it, normally within two working days.
- An appropriate person reviews the history, technical evidence and contractual position.
- We may contact you for necessary information or propose an immediate practical remedy.
- We aim to provide a substantive response within ten working days. Complex supplier, registry or technical investigations may take longer; where they do, we will explain the position.
Escalation
If you remain dissatisfied, reply and clearly request escalation. Explain which part of the response you dispute and what outcome you believe would resolve the complaint. A director or another senior person not responsible for the original decision will review it where practicable.
Domain complaints
Complaints about ION IT's handling of a .UK domain should be raised with us first. If you believe ION IT has breached Nominet's registrar requirements and our escalation process has not resolved the matter, you may use Nominet's Registrar Complaint Process. A dispute about rights to a domain name is different from a service complaint and may fall under Nominet's Dispute Resolution Service.
Data-protection complaints
State clearly that the complaint concerns personal data so it can be handled under the relevant process. We will acknowledge a data-protection complaint within 30 days, investigate it without undue delay, keep you informed where appropriate and explain the outcome. You may also complain to the Information Commissioner's Office.
Abuse reports
Reports of phishing, spam, malware, compromised systems or other abuse should include technical evidence such as timestamps, IP addresses and full message headers. Urgent action may be taken under our Acceptable Use Policy.