Complaints Procedure

1. Before you complain

1.1 Many problems can be solved quickly by our support team. If you have a technical issue, email a support ticket to support@getradi.eu. Support is available 24/7.

1.2 If you are not happy with the service you received, or with how we dealt with your request, please follow the procedure below. Making a complaint will never affect the service you receive from us.

2. How to make a complaint

2.1 You can complain:

• by email to complaints@getradi.eu;
• by emailing a support ticket to support@getradi.eu with "Complaint" in the subject;
• by phone on +44 20 7946 0958, Monday to Friday, 9:00–18:00 UK time — we will record your complaint and confirm it in writing; or
• by post to: Complaints, Getradi Ltd, Suite 4.06, 86 Leonard Street, London EC2A 4RH, United Kingdom.

2.2 To help us investigate, please include:

• your name, account email address and the Service or domain concerned;
• what went wrong and when, with any ticket numbers, screenshots or other evidence; and
• what you would like us to do to put things right.

2.3 If you need us to make reasonable adjustments to communicate with you (for example, using a particular format or contact method), please tell us.

3. What happens next

3.1 Acknowledgement. We will acknowledge your complaint within 2 working days, give you a reference number and tell you who is handling it.

3.2 Investigation. A member of our team who was not directly involved in the issue will review your complaint, our records and, where necessary, speak to the people involved. They may contact you for more information.

3.3 Response. We aim to resolve most complaints within 10 working days. Our response will explain what we found, whether we uphold your complaint and what we will do to put things right. If we need longer, we will tell you why and when you can expect our answer.

3.4 Escalation. If you are not satisfied with our response, you can ask for your complaint to be reviewed by a company director. Reply to our response within 30 days explaining why you are unhappy. The director will review the complaint and send you our final response.

3.5 In all cases, we will send our final response no later than 8 weeks after we received your complaint.

4. Putting things right

4.1 If we got something wrong, we will apologise and take reasonable steps to fix it. Depending on the circumstances, this may include correcting the problem, a refund or account credit (for example under our Service Level Agreement or Refund & Cancellation Policy), or changing our processes to stop it happening again.

5. If you are still not satisfied

5.1 There is no mandatory alternative dispute resolution (ADR) scheme for web hosting services in the UK, and we are not currently a member of a voluntary scheme. If you are a consumer and remain unhappy after our final response, you can:

• get free, impartial advice from the Citizens Advice consumer helpline on 0808 223 1133 (or Advice Direct Scotland on 0808 164 6000 if you live in Scotland, or Consumerline on 0300 123 6262 if you live in Northern Ireland); or
• make a claim through the courts, for example using the small claims track in England and Wales (gov.uk/make-court-claim-for-money).

5.2 The EU Online Dispute Resolution platform is no longer available to UK traders or to UK consumers.

5.3 If your complaint is about how we have handled your personal data, you can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. See our Privacy Policy.

6. Records and learning

6.1 We keep a record of every complaint and its outcome for 3 years. We review complaints regularly to find and fix the underlying causes. Personal data in complaints is handled in line with our Privacy Policy.