Complaints Procedure

Initial Complaint

We aim to provide all our customers with an excellent level of service. However, if for any reason you are not happy with our services, in the first instance, please contact the department with which your original agreement was made. We will then investigate and respond to your complaint.

If Not Satisfied

If you are not happy with the response that you receive, then you can raise your complaint with our Customer Services Department.

Please send your complaint to:

Customer Services Department
ACES Limited
Business & Technology Centre
Bessemer Drive
Stevenage
SG1 2DX
England
Tel: +44 (0)1206 395324
Fax: +44 (0) 8700 558113
Email: customerservices@aceserve.co.uk

When the Customer Services Department has received your complaint, they will normally acknowledge it within two working days.
We will then fully investigate your complaint and aim to respond within 10 working days.
If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.
Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

If Still Not Satisfied

If you are not satisfied with the response that you have received from the Customer Services Department then you have a period of 20 working days, from the date of their response, to raise the complaint with the Managing Director. If we do not receive an escalated complaint within 20 working days, we will consider the case to have been resolved.

If you wish to make an escalated comlaint, please ensure that you include details of your previous complaint, and reasons for your dissatisfaction. You should receive a final response within 10 working days.

All escalated complaints should be made in writing and include the following information:

Your name and contact details and tag/account information if appropriate
The domain name(s) concerned (if appropriate)
A clear description of your concern or complaint
What steps you would like us to take to resolve the issue
Please write "Complaint" clearly on the top of your letter or in the subject line of your email

Please send your complaint to:

Managing Director
ACES Limited
Business & Technology Centre
Bessemer Drive
Stevenage
SG1 2DX
England
Tel: +44 (0) 1206 395324
Fax: +44 (0) 8700 558113
Email: managingdirecto@aceserve.co.uk

When the Managing Director’s office has received your complaint, it will normally be acknowledged within two working days.
We will then fully investigate your complaint and aim to respond within 10 working days.
If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.
Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.