Complaints Policy

Our commitment to resolving customer concerns fairly and efficiently

Overview

Cloudworks is committed to providing excellent customer service and maintaining the highest standards of service delivery across all our IT support, managed services, cloud solutions, cybersecurity, telecommunications, and UK domain name management services. We value your feedback and take all complaints seriously.

This policy outlines our process for handling complaints in accordance with industry requirements, including Nominet's requirements for domain registrars. This ensures that all concerns are handled consistently and resolved promptly.

What Constitutes a Complaint?

A complaint is defined as:

  • An expression of dissatisfaction with our services, products, or staff conduct
  • Concerns about billing, invoicing, or contract terms
  • Issues with IT support response times or quality of service
  • Problems with managed services, cloud infrastructure, or Azure deployments
  • Concerns regarding cybersecurity services or incident response
  • Issues with Microsoft 365 implementations or Teams Phone services
  • Disputes regarding UK domain registration, transfers, or renewals
  • Issues with DNS management or domain configuration
  • Concerns about compliance with Nominet policies for .uk domains
  • Matters relating to data protection or confidentiality
  • Any matter where you believe we have failed to meet our service standards or SLAs

Note: General enquiries, service requests, or requests for information are not considered complaints and should be directed to our standard support channels.

How to Make a Complaint

You can submit a complaint through any of the following methods:

Primary Contact Methods

Email: complaints@cloudworks.co.uk

Phone: 0115 824 8244

Online: Contact Form

Postal Address

Complaints Department
Cloudworks
Nottingham
United Kingdom

Information to Include

To help us resolve your complaint efficiently, please provide:

  • Your full name and contact details
  • Company name and account details
  • Date and time when the issue occurred
  • Service area affected (IT Support, Cloud, Security, Telecoms, etc.)
  • Detailed description of the problem
  • What resolution you are seeking
  • Any supporting documentation or evidence
  • Previous correspondence or ticket reference numbers (if applicable)

Our Complaint Handling Process

Stage 1: Acknowledgment

  • • Complaint acknowledged within 1 business day
  • • Unique reference number assigned
  • • Initial assessment completed

Stage 2: Investigation

  • • Thorough investigation within 5 business days
  • • Evidence gathering and review
  • • Consultation with relevant technical teams if required

Stage 3: Resolution

  • • Written response within 10 business days
  • • Clear explanation of findings
  • • Proposed resolution or action plan

Stage 4: Follow-up

  • • Implementation of agreed resolution
  • • Follow-up to ensure satisfaction
  • • Process improvement if needed

Complex Complaints

For particularly complex matters that require extensive investigation, we may need up to 20 business days to provide a full response. We will keep you informed of progress throughout this period.

Escalation Process

If you are not satisfied with our initial response, you can escalate your complaint:

Internal Escalation

Request escalation to our Senior Management Team within 10 business days of receiving our response.

Contact: escalation@cloudworks.co.uk

External Resolution

If internal escalation does not resolve your complaint, you may refer the matter to relevant industry bodies or regulatory authorities depending on the nature of your complaint.

Domain-Related Disputes

For complaints relating to .uk domain names, you may refer unresolved disputes to:

Nominet Dispute Resolution Service (DRS)
nominet.uk/uk-registry/domain-disputes/

We are committed to participating in alternative dispute resolution procedures for eligible complaints.

Your Rights and Our Responsibilities

Your Rights

  • Fair and impartial consideration of your complaint
  • Timely acknowledgment and response
  • Clear communication throughout the process
  • Right to escalate if dissatisfied
  • Protection from discrimination or retaliation
  • Access to this complaints policy

Our Responsibilities

  • Handle complaints professionally and promptly
  • Investigate thoroughly and impartially
  • Keep you informed of progress
  • Provide clear explanations and decisions
  • Implement agreed resolutions
  • Learn from complaints to improve services

Data Protection and Confidentiality

All complaint information is handled in accordance with UK GDPR and our Privacy Policy. We will only use your personal data for the purpose of investigating and resolving your complaint.

  • Complaint records are retained for 6 years for regulatory compliance
  • Personal data is processed lawfully and securely
  • Information is only shared with relevant staff and external parties where necessary
  • You have the right to request access to your complaint data

Monitoring and Continuous Improvement

We regularly monitor and review our complaints handling to ensure effectiveness and compliance:

  • Monthly analysis of complaint trends and resolution times
  • Quarterly review of this policy and procedures
  • Annual reporting to senior management
  • Staff training on complaint handling best practices
  • Implementation of process improvements based on learnings

Contact Information

Email: complaints@cloudworks.co.uk

Phone: 0115 824 8244

Hours: Monday-Friday, 9:00 AM - 5:30 PM GMT

Policy Last Updated: December 2025 | Next Review Date: December 2026