Complaints

COMPLAINTS PROCEDURE INFORMATION


Whilst it is paramount to us to deliver proper customer service, it may be that on occasion it is not possible to do so. Unforeseen events & circumstances are not in our control.

So in order to provide recourse to our customers in event such as this. you can let us know about your concerns by using one or more of the following processes:

  • Use the contact form below
  • By telephone using + 356 999 07482 (Malta office hours only, not weekends or bank holidays)
  • By email using info{@}bouncebackseo.co.uk with the subject as: COMPLAINT: Bouncebackseo.co.uk

All contact received in relation to any complaint is dealt with in a serious manner and will be responded to without undue delay.

We request that you read & understand our Site Terms & Conditions, together with the Privacy Policy  before commencing as they may contain information applicable to the situation and possibly provide information that may address your concerns.

STAGES & TIME SCALES – COMPLAINTS

  1. Upon receipt of a complaint, it will be acknowledged within 2 (two) working days.
  2. From initial acknowledgment of the complaint, a full investigation plus response should be issued on or before 10 (ten) working days.
  3. In the event that the investigation cannot be concluded within 10 (ten) working days, you will be informed of the reason for delay, and inform you of the revised date of conclusion, no later than 3 (three) working days’ prior to the end of the initial 10 (ten) working day time-frame as per point 2.
  4. We will retain a file of each & every legitimate, acknowledged complaint for monitoring purposes & to aid in improving ongoing customer service.

Service Complaints to Nominet

Should the nature of your complaint be about Nominet related services & membership provided by Bouncebackseo.co.uk, such as dissatisfaction regarding responses or outcomes, you may complain directly to Nominet.

Nominet is the main government registrar for websites & domain names in the UK and they have dispute resolution processes. You could also escalate your related complaint and appeal if you feel the outcome was unsatisfactory.

You can find them by using the following links:

Abuse Policy & Complaints

The Terms & Conditions together with our Privacy Policy are to be taken seriously by visitors or clients. Our aim is to operate a fair, open & honest business for all.

Some complaints will fall into the category of Abuse or Abusive such as the following few examples:

  • Spam or spamming
  • Any attempted hacking or deliberate denial of service (DDOS)
  • Phishing – attempting to gain personal information in a deceitful way
  • Abusive registration of web domains
  • Illegal acts or activity of a criminal nature
  • Other abuse of web space

If you feel you have a complaint of this nature which has arisen via www.bouncebackseo.co.uk or one of our customers, it would greatly help if you could report it by using the following email address:

  • abuse@bouncebackseo.co.uk

It would be very helpful for you to include as much information as possible concerning the potential or actual abuse you may have encountered.

You could also include

  • Log files if you have any
  • Website URL (site abuse)
  • The e-mail header if it’s about spam

Upon receipt of your mail you will receive an acknowledgment within 2 (two) working days

The issue will be investigated without delay and although the situation will be handled as swiftly as possible, we may not be able to further discuss the particulars of this type of investigation.