COP for Complaint Handling
1. About Us
Invictanet provides shared, managed and co-located hosting solutions for Internet and Intranet requirements of businesses of all sizes. Services also include Internet connections such as leased lines, ADSL/VDSL and wireless internet connectivity. Our portfolio also includes domain name registration, email including on-line Exchange server, anti virus/spam checking, web hosting with e-commerce and database solutions, PC Backup, Voice over IP, Leased Cost Routing and the supply of telephone lines.
Invictanet is also a Nominet, Joker and CentralNic accredited domain provider.
Customer Focus
All Invictanet services are backed up by a world-class customer service with team members who deeply believe in the philosophy of putting the customers needs first. Wherever or whoever you are, we will guarantee our prompt, friendly and professional service to make sure you find the solution that suits you the most.
If you have a complaint, we will acknowledge this within two working days of receiving it. We will then look into the issue and aim to respond within 5 working days. If it requires further investigation, we will contact you within those 5 working days to let you know when you can expect a response. Email complaints should be sent to complaints@invictanet.com.
If we don’t hear from you again within 10 working days of our response, then we’ll consider the matter resolved. We keep all complaints on file to help us monitor the numbers and types of complaints we receive and, where needed, make changes to our systems and services in response to your feedback.
2. The purpose of the Code
The purpose of this Code of Practice is to provide full information about your relationship with us.
3. Abuse Complaints
All Domain name and E-mail abuse complaints should be reported to complaints@invictanet.com. We will respond to you within one working day and aim to resolve the abuse within five working days.We will be in contact with you throughout this five day period to keep you updated on our progress.
4. Contact details
Our main Head office address is: –
Glendale House
Aldington Frith
Ashford
Kent
TN25 7HH
Tel: 01233 220085
E-mail: enquiries@invictanet.com
