At Ecenica we do everything we can to ensure you enjoy innovative domain name, web hosting, reseller hosting and email hosting services all delivered to a high standard.
However we’re only human and occasionally things may go wrong.
If you have a complaint about any of our services then we will carefully listen to you. We promise to take a balanced and fair view of the situation and take whatever action is required to resolve your complaint in a quick and timely manner.
Contacting us with your complaint
To send feedback about your Ecenica services simply login to your dashboard and open a Support Ticket. Your complaint will be transferred to the correct staff member who will deal with it in accordance to our complaints procedure.
How quickly will you look into my complaint?
We know you expect an urgent response and we’ll make sure that’s what you get. We aim to acknowledge your complaint within two business days.
Can I be sure you will take action?
Yes. At Ecenica we are committed to addressing every complaint. We will thoroughly investigate it to put things right for you and ensure improvements are made.
What happens with my complaint?
After opening your Support Ticket a member of our support team will aim to resolve the problem quickly for you. Happily, most customer concerns are successfully resolved at this point. However, if the support agent is not able to assist then your complaint will escalated to a senior manager.
What happens when my complaint is escalated?
Your complaint will be passed to a senior manager who will look into your case. The manager will carry out an investigation into your complaint and provide a full response within ten business days of your complaint being escalated. If your issue is particularly complex it may take longer to respond. In this rare case we will advise you when you can expect a full response.