The UKTNET Complaints Procedure

If you have a complaint or problem with any of the procedures or any services that UKTNET provide, please get in touch, and let us resolve it for you.

How to complain

If you are an existing customer contact customer support or email hostmaster@uktnet.co.uk if you are not a customer.

We will:

• acknowledge your complaint on the same day
• reply with a contact name and telephone number
• review your complaint and usually send you a full response within 5 working days
• or tell you within 5 working days if we need more time to respond to your complaint

Unsolicited Email (SPAM) & Phishing Complaints

Our servers automatically detect outgoing unsolicited commercial email (SPAM) and will suspend the offending account until whatever is causing the problem is resolved. Occasionally the automated system misses it and it goes undetected in which case if you think you are getting spammed from our servers then please forward the complete email to spamreports@uktnet.co.uk and our server team will investigate and get back to you

There may be occasions where your complaint is not necessarily our direct responsibility to deal with, but you can rest assured that we will always do our utmost to assist you in resolving it.

If you’re not satisfied with our decision

Where your complaint is directly with UKTNET, you can have it escalated, and reviewed again, but decisions are normally final unless compelling evidence or some material change has occurred during our deliberations.

It's highly unlikely, but where our decision (and resolution) is not acceptable, and you still feel you have a reasonable and just case, you will need to take the matter up with Trading Standards, the Citizens Advice Bureaux or your legal advisor.