At Expernet our primary focus is maintaining absolute customer satisfaction through sustainable pricing, proactively managed services and investment in hosting infrastructure. Sometimes we may fall short of the high standards we and our customers expect from us. If this happens it's important that we are able to take on customer feedback and concerns and use this to improve our service.
Step 1: If you've not already been in touch regarding your concern, the first step is our standard support channels; most issues we can resolve very quickly as soon as you get in touch. You can get in touch via: Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Step 2: If you have already contacted us, and we've not been able to resolve your issue to your satisfaction, the next step is to submit a Formal Complaint.
All complaints MUST be made in writing. This is to ensure we're able to properly address and investigate your concerns and provide a full response.
Complaints can be submitted by email to This email address is being protected from spambots. You need JavaScript enabled to view it., or alternatively you can submit your complaint in writing to:
Expernet 25 Water Lane Cromford Matlock Derbyshire DE4 3QH
What information you should include: You should ensure you include as much information about the issue as possible, this might include:
Name of the staff member you spoke with on the phone Date & time when issues occured or when you called
Details about the problem, how it started, what you did and any other relevant details
Providing as much information as possible helps us to quickly investigate and fully understand the situation, what happened, what/if anything went wrong and how we can then try to resolve your complaint.
Screenshots where appropriate
What we will do: We will review all complaints within 72 hours and provide an initial response while they investigate the issue.
Depending on the type of issue, it may be necessary for the complaint to be passed to the Manager. You will be informed of who is handling your complaint and their role in the investigation. We will then provide a full reply to the complaint within 10 working days.
Step 3: If the response does not meet your satisfaction, you may request that the complaint be escalated for review. All complaints are taken seriously and will be reviewed, investigated and responded to fairly and thoroughly.