Complaints Policy

1. Our commitment

We are committed to providing a high standard of service to all customers. If you are
dissatisfied with any aspect of our services, we welcome the opportunity to review and resolve
your concerns fairly and promptly.

2. How to make a complaint

Customers may submit a complaint by completing the contact form available at:
https://ultahost.com/contact
 
When submitting a complaint, please include:
  • Your name and contact details
  • The domain name(s) or service concerned
  • A clear description of the issue
This information helps us investigate and resolve complaints efficiently.

3. Acknowledgement and response times

  • All complaints will be acknowledged within 5 business days of receipt.
  • We will investigate the complaint and aim to provide a substantive response as soon as
    reasonably possible.
  • If additional time is required due to the complexity of the matter, we will keep the
    customer informed of progress.

4. Escalation process

If a customer is not satisfied with the initial response or resolution, they may request escalation
of their complaint.
  • Escalated complaints will be reviewed by a senior member of the team who was not
    involved in the initial response.
  • A further response will be provided outlining our findings and any actions taken.

5. Final review

If the customer remains dissatisfied following escalation, they may request a final internal
review. Our final response will clearly outline our position and conclude our internal complaints
handling process.

6. External escalation

After completion of our internal complaints process, customers may have the right to raise the
matter with relevant third parties such as the applicable domain registry or dispute resolution
providers, in accordance with their policies.

7. Record keeping

We maintain records of complaints and their outcomes to support continuous service
improvement and ensure compliance with applicable registry requirements.