Home >> Web Hosting >> Complaints

Complaints Procedure

We aim to give outstanding service and value for money, however we recognise that from time to time issues can arise that need to be escalated. We are committed to resolving any such issues as quickly and efficiently as possible. The following section gives information on how to contact us, and what to do if you have a complaint.

Step one: how to contact us
If you are unhappy with any of our services, or you feel that you have not received a satisfactory response from our Customer Support teams, you may send your complaint in writing to:

Customer Support
Stayfree Internet
Lillie House
1a Conduit Street
Leicester
LE2 0JN

Alternatively Stayfree Internet customers may email us at admin@stayfree.co.uk making sure that they give full name, company name and address

You should expect to receive a response to your query within 14 days of us receiving your correspondence.

Step two: what we will do
On receipt of your complaint our Customer Support Manager will thoroughly investigate any issues raised and propose a course of action for resolution.

Step three: if you are not satisfied
If you are not satisfied with the response you have received from us, you should send a letter detailing your complaint to:

You should expect to receive a response to your query within seven working days of us receiving your correspondence.

Step four: what we will do
On receipt of your complaint our Director will thoroughly investigate any issues raised and propose a course of action for resolution.

Step five: further action in order to resolve your dispute
Once you have a response from our Director, if you remain unsatisfied with our attempts to resolve the issue, you can contact Otelo, the Independent Ombudsman. Please note that Otelo can only help if you have given us an opportunity to resolve any issues. Otelo contact details:

Email: enquiries@otelo.org.uk
Website: http://www.otelo.org.uk

Overview of complaints escalation procedure

1. You contact Customer Support Manager
2. Customer Support Manager will investigate
   and propose a solution
3. You contact Customer Support Director
4. Customer Support Director will investigate
   and propose a solution
5. You contact Otelo

We are happy to answer any questions you may have regarding your Stayfree Internet services. Please note that any discussions with the Stayfree Internet Ltd are treated in strictest confidence, so we may need to ask you security questions to confirm that we are speaking to the right person.

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.