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Complaint Policy

Effective date: 22 August 2026
Provider: Raleway Hosting, a trading style of Ffon Solutions Limited
Company number: 14646146
Registered office: 82a James Carter Road, Mildenhall, Bury St Edmunds, England, IP28 7DE

1. Purpose

This Complaints Policy explains how customers and other affected persons may raise complaints about Raleway Hosting (“Raleway”, “we”, “us” or “our”), and how we will handle them.

We aim to deal with complaints fairly, consistently and as promptly as reasonably practicable.

This Policy applies to complaints concerning our hosting, email, network, support and related services, including complaints about:

  • service availability or performance;
  • billing or account administration;
  • customer support;
  • suspected misuse or abuse;
  • content hosted through our services;
  • privacy or data handling; and
  • action taken under our Acceptable Use Policy.

2. Informal Resolution

Where appropriate, customers should first contact our support team through the usual support channel or customer portal.

Many issues can be resolved most efficiently by providing:

  • the relevant domain, account or service;
  • a clear description of the issue;
  • relevant dates and times;
  • copies of relevant correspondence or error messages; and
  • the outcome sought.

A request for technical assistance, a service question or a routine support ticket will not ordinarily be treated as a formal complaint unless the customer identifies it as such.

3. Making a Formal Complaint

A formal complaint should be submitted through the customer portal or sent to the support or complaints contact specified in the applicable service documentation.

The complaint should include:

  • the complainant’s name and contact details;
  • the relevant account, domain, service or ticket number;
  • a concise description of the complaint;
  • the dates and persons involved, where known;
  • relevant supporting documents or evidence;
  • details of any previous attempt to resolve the issue; and
  • the resolution sought.

Complaints should be made by the affected customer or an authorised representative. We may request reasonable evidence of authority before discussing account-specific information.

4. Abuse and Illegal-Content Reports

Reports concerning suspected abuse, unlawful activity, malware, spam, phishing, copyright infringement or other prohibited activity should be submitted through the abuse or support contact specified in the applicable service documentation or customer portal.

Reports should include, where available:

  • the affected domain, IP address, account or service;
  • a description of the suspected activity;
  • relevant dates and times;
  • copies of disputed messages and complete email headers;
  • links, screenshots or other technical evidence; and
  • the reporter’s contact details.

We may take proportionate protective action while investigating a report. We are not required to determine conclusively whether an allegation is established before taking reasonable steps to protect our customers, systems, network or legal position.

5. Acknowledgement and Investigation

We will acknowledge a formal complaint where reasonably practicable and may assign it a reference number.

We may:

  • request further information or clarification;
  • review account, service and technical records;
  • consult relevant staff or service providers;
  • assess the complaint against the applicable contract and policies; and
  • take interim measures where necessary to prevent harm or preserve evidence.

You must provide reasonable cooperation and accurate information. We may decline to investigate complaints that are abusive, malicious, manifestly unfounded, repetitive or incapable of meaningful assessment.

6. Response

We will provide a substantive response once we have completed our investigation or have sufficient information to explain our position.

Our response may:

  • uphold the complaint in whole or in part;
  • reject the complaint and explain why;
  • offer a remedy or corrective action;
  • refer the matter to another process or policy; or
  • request further information before a final position can be reached.

Some matters may take longer to investigate because they involve technical evidence, third-party providers, legal restrictions, security concerns or complex account histories. Where reasonably practicable, we will explain any material delay.

7. Remedies

Depending on the circumstances, an appropriate remedy may include:

  • correcting an administrative error;
  • restoring or modifying a service;
  • providing technical assistance;
  • reviewing a suspension or restriction;
  • issuing a service credit where permitted by the applicable service terms;
  • improving an internal process; or
  • providing an explanation or apology.

A complaint does not automatically suspend an invoice, service restriction, suspension, termination or other action taken under the applicable service terms or Acceptable Use Policy.

8. Review or Escalation

If you are dissatisfied with our response, you may request an internal review through the support or complaints contact.

An escalation request should:

  • identify the original complaint;
  • explain why the response is considered inadequate;
  • identify any relevant new information; and
  • state the outcome sought.

The review will, where reasonably practicable, be conducted by someone who was not primarily responsible for the original decision.

We will provide a further response after completing the review. Our decision following internal review will generally be our final position, subject to any rights or remedies available under the applicable contract or law.

9. Confidentiality and Data Protection

We will handle complaint information confidentially, subject to:

  • the need to investigate and respond to the complaint;
  • legal, regulatory or law-enforcement requirements;
  • the protection of our customers, systems and third parties; and
  • disclosure to relevant service providers or professional advisers where reasonably necessary.

Personal data will be handled in accordance with applicable data-protection law and our applicable privacy notice.

10. Complaints About Third Parties

Where a complaint concerns a third-party service, network, registrar, payment provider, content owner or other external party, we may refer the complainant to that party or explain the limits of our control.

We may nevertheless investigate and take action under our policies where the issue affects our services or involves suspected misuse of our infrastructure.

11. Malicious or Abusive Complaints

We will not tolerate threats, harassment, discrimination, abusive language, impersonation, knowingly false allegations or repeated contact intended to disrupt our staff or operations.

Where such conduct occurs, we may restrict communications to a nominated channel, require communications to be in writing, decline further correspondence on the same issue or take other proportionate action.

This does not prevent a person from making a genuine complaint or exercising a legal right.

12. Records and Continuous Improvement

We may retain records of complaints, investigations, decisions and remedial action for as long as reasonably necessary for legal, regulatory, security, operational and service-improvement purposes.

We may use anonymised or aggregated complaint information to identify recurring problems and improve our services.

13. Changes to this Policy

We may update this Policy from time to time to reflect changes in our services, procedures, technology or legal obligations. The current version will apply from its stated effective date.

14. Governing Law

This Policy and any dispute or claim arising from it are governed by the law of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction, subject to any mandatory rights or jurisdiction applicable to a consumer.