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Complaint Policy and Procedure

Table of Contents

Purpose

The GPowerHost complaint procedure has three levels as detailed below. We aim to resolve the majority of complaints within the general trouble ticket system or if that fails, level one, but if you remain unhappy you may take your complaint to the second or third level.

Keep it Civil

Please bear in mind:

Web hosts deal with problems all day long. We understand your issue is important to you. Kindly refrain from using offensive, rude or threatening remarks or statements. Our workplace rules do not require employees to put up with abuse. On the other hand, if you feel you are being mistreated, calmly and immediately escalate the matter to a higher level so we can handle the situation appropriately. Even if the situation is dire, please communicate with complete professionalism and mutual respect.

Thank you! –Senior Staff

Level One Escalations

When our support fails you, your first step to resolution is Level One escalation.

To escalate a matter to "Level One", please contact the supervisor of the department your complaint relates to. This can be done by logging in and submitting a support ticket at: https://gpowerhost.com/gpower-support/ and asking for the matter to be handled by a supervisor. Don’t worry, you will never get the run around or be penalized later because you asked for a supervisor’s help.

Understand that the supervisor may not know about your case or concerns. Kindly give as much detail as possible, even if you feel you have already done so with others. If the matter involves an error, please give us as much detail as available on the reported error such as the exact error text, the way we can reproduce the error, or possibly a screen grab. Once you have outlined the problem, we will:

  • Try to deal with the complaint immediately when it can be resolved easily. We will also ensure that we investigate what led to the complaint to see whether there are any actions we can take to avoid a similar problem arising again.
  • For more complex complaints, we will carry out a thorough investigation and where we have made a mistake, we will try to make it right. We will advise you of any conclusion that will be used to improve our service.
  • Where we have to seek further information on a complaint we will advise you as to when a response can be expected if, for any reason, the complaint cannot be addressed within the given time.
  • Where the complaint is about something outside our control, we will advise you on how the issue can best be taken up and with whom if we can.

Level Two Escalations

When you are not satisfied with the result of a Level One investigation, your next step to resolution is Level Two escalation.

  • If you are unhappy with the response you have received at level one, you can go to the next stage of the complaint procedure and refer your complaint to the relevant senior manager. In order to ensure that your complaint is now dealt with at level two please clearly mark it as a "Level Two Complaint". Please refer to any prior tickets so that the Senior Manager can understand the history.
  • A senior manager will then investigate your complaint working to give you a response within seven working days, or for extremely difficult issues 20 working days (you will get updates along the way).

Level Three Escalations

We strive for total customer satisfaction. In the rare event that a customer complaint does not get satisfactorily resolved by a supervisor and a senior manager, you have a right to have the matter heard by a special session of our GPowerHost Management Team and CEO.

  • If you are still not happy with the response you have received to Level One and Two escalations, open a new support request and ask that your complaint to be dealt with by the GPowerHost Management Team and CEO.
  • Your complaint will be heard at the first available time and we will strive to give you a written response within 20 working days. Again, please ensure that you highlight this as a "Level Three Complaint".

Contacting us

This is a guideline, in the event of a conflict in statements, concepts, policies or rules the GPowerHost Terms of Service and AUP apply.