RYANHOST.COM CODE OF PRACTICE ON COMPLAINTS HANDLING AND OTHER MATTERS FOR CONSUMERS AND BUSINESS CUSTOMERS
We will do our best to resolve your complaint in accordance with the procedure outlined below under the section headed "Customer services and our obligations".
We may contact you using both online methods such as email and offline methods such as post or telephone. We may need to do so if we have any accounts queries, or need to inform you of any changes to this Code or to our Terms and Conditions or Privacy Statement, or otherwise as outlined in our Privacy Statement.
We may also promote our products and services, including special offers, through a variety of media. In doing so, we will respect any choices you have made regarding use of your contact details as notified to us (see above under "How to contact us/Privacy". Also see our Privacy Statement in this respect) and will also abide by idustry-accepted standards, such as the Code of Advertising Conduct of the Direct Marketing Association.
However, there are other minimum periods which are available and/or applicable to certain products. Please contact our Customer Services (as above) for more information in this regard or if you are unsure which minimum period applies to your contract with us.
If you are unhappy with our products or services please contact us as soon as possible by:
Telephone: 0871 989 9847. Our customer services representatives will be able to assist you.
Writing to: Ryanhost.com Customer Services, New Media House, 22-26 St Anne Street, Birkenhead CH41 3JU.
Emailing: customerservices@ryanhost.com. To avoid any delay, please do not send correspondence to individual staff email addresses.
We will deal with your complaints or queries as quickly as possible. As a guideline, we will try to respond to written correspondence within 10 working days of receipt of your correspondence.
All complaints are dealt with by senior staff at the highest appropriate level. If your complaint is not resolved to your satisfaction you can ask to escalate the matter internally by writing to our Customer Services department at the address given above, explaining you wish the matter to be escalated.
In particular, there may be circumstances in which we may be required by law to disclose such information. Such requests may come from the police, Customs & Excise, or other regulatory bodies. If we are required to disclose any information by law, this will be strictly controlled and the disclosure will be made in accordance with current UK legislation.
For more information on our use of your personal data, please read our Privacy Statement, which is available at www.ryanhost.com.
All information is correct as of May 2007.
The purpose of this Code of Practice:
As a provider of Internet services, we feel it is prudent develop and publish a code of practice setting out the key information concerning the services we provide to you and the key support services and company procedures which underpin them. This Code contains information about:- Who we are and what services we provide
- How to contact us
- How we communicate with you
- Customer services and our obligations
- Confidentiality of customer information
Who we are and what services we provide
Ryanhost.com is a leading domain name registration service and web and email hosting service provider which also provides design, broadband and dial-up internet access to consumers, small businesses and medium sized business. For contact details please see below under the section "How to contact us".How to contact us
All correspondence should go to our main office at New Media House, 22-26 St Anne Street, Birkenhead CH41 3JU. In addition there are a number of other ways you can contact us, and we will be happy to answer your questions:General enquiries
If you have any questions about this Code, any of our terms and conditions or privacy policy, or any of your rights and obligations, or if you are an existing customer and your contact details have changed, you may contact us on 0871 989 9847Sales and support
If you have any questions about any of our products or services, or are an existing customer with a problem or questions about any product or service supplied to you or would like to find about more about new or additional products or services, please contact us on 0871 989 9847.Privacy
If you would like to notify us of how we may communicate with you for marketing purposes, or otherwise would like to contact us in connection with privacy issues, please contact us on 0871 989 9847. We will respect your choices. Please see our Privacy Statement for more information in this respect.Complaints
If you have a complaint, we need to know as quickly as possible. To avoid delay, please contact us by:Telephone: 0871 989 9847.
Writing to:
Ryanhost.com Customer Services, New Media House, 22-26 St Anne Street, Birkenhead CH41 3JU.Emailing:
customerservices@ryanhost.comWe will do our best to resolve your complaint in accordance with the procedure outlined below under the section headed "Customer services and our obligations".
How we communicate with you
We believe in effective communications with our customers. Customers can contact us as outlined above under the heading "How to contact us".We may contact you using both online methods such as email and offline methods such as post or telephone. We may need to do so if we have any accounts queries, or need to inform you of any changes to this Code or to our Terms and Conditions or Privacy Statement, or otherwise as outlined in our Privacy Statement.
We may also promote our products and services, including special offers, through a variety of media. In doing so, we will respect any choices you have made regarding use of your contact details as notified to us (see above under "How to contact us/Privacy". Also see our Privacy Statement in this respect) and will also abide by idustry-accepted standards, such as the Code of Advertising Conduct of the Direct Marketing Association.
Customer services and our obligations
Cancelling Services
Customers are able to cancel their service with us at any time in accordance with the Terms and Conditions. A customer usually contracts with us for a minimum period of 12 months after which time the contract will lapse if it is not renewed.However, there are other minimum periods which are available and/or applicable to certain products. Please contact our Customer Services (as above) for more information in this regard or if you are unsure which minimum period applies to your contract with us.
Pricing Information
Prices can be found at www.ryanhost.com, or a price list is available in paper form from our Customer Services. We may change these from time to time, in accordance with our Terms and Conditions.Privacy
Your rights and responsibilities in relation to your personal information are set out in our Privacy Statement which is available at www.ryanhost.com.Resolution of Complaints
If you are unhappy with any of our products or the level of our services, please contact us and let us know. It is mainly through your feedback we are able to review and keep improving the overall service we provide. We will do our best to investigate and resolve any complaint you make as quickly as possible.If you are unhappy with our products or services please contact us as soon as possible by:
Telephone: 0871 989 9847. Our customer services representatives will be able to assist you.
Writing to: Ryanhost.com Customer Services, New Media House, 22-26 St Anne Street, Birkenhead CH41 3JU.
Emailing: customerservices@ryanhost.com. To avoid any delay, please do not send correspondence to individual staff email addresses.
We will deal with your complaints or queries as quickly as possible. As a guideline, we will try to respond to written correspondence within 10 working days of receipt of your correspondence.
All complaints are dealt with by senior staff at the highest appropriate level. If your complaint is not resolved to your satisfaction you can ask to escalate the matter internally by writing to our Customer Services department at the address given above, explaining you wish the matter to be escalated.
Refunds
We will consider all refunds depending on the package you have and the circumstances giving rise to the request for a refund.Confidentiality of customer information
We will treat any information we have about you in confidence and will not disclose it to anyone except yourself, or in accordance with your instructions to us, except as set out in our Privacy Statement.In particular, there may be circumstances in which we may be required by law to disclose such information. Such requests may come from the police, Customs & Excise, or other regulatory bodies. If we are required to disclose any information by law, this will be strictly controlled and the disclosure will be made in accordance with current UK legislation.
For more information on our use of your personal data, please read our Privacy Statement, which is available at www.ryanhost.com.
All information is correct as of May 2007.