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Complaints

We are committed to ensuring our customers receive a high standard of service. We also appreciate that, with a large customer base, sometimes issues arise that need to be addressed. Your comments are important to us. We rely on feedback from our customers to identify the root causes of complaints. This allows us to put things right for you and ensure improvements are made. We aim to do this quickly and efficiently.


Contacting us

If you have a complaint about any aspect of our service, then we would like to hear from you. Many outstanding issues can be resolved informally by discussing the issue with you. We will aim to resolve any outstanding issues and reach an amicable resolution. Our aim is to respond to all escalated complaints within 12 hours.


Raising an Appeal

If after discussing any concerns you are dissatisfied with the response provided, or the way your issue has been dealt with, you can lodge an appeal by writing to the below address, detailing your account details and the outstanding complaint.


Virtual Web Designs
c/o Webnetics UK Ltd.
Glenmaric
Marsh Road
Halvergate
Norwich
Norfolk NR13 3QB


Your complaint will be acknowledged in writing or via telephone within seven working days of receiving the complaint. An investigation will be carried out into the issues raised and a full response will be provided within ten working days.


Where the issue is particularly complex it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a full response.