Terms Of Trade

T&Cs for services

Service Level Agreement (SLA) & terms for hosting & support

7. Service Level Agreement (SLA) for support, hosting & .gov.uk domains (definitions & terms.)

Complaints

We’re here to help. Sometimes, you may feel that we have let you down or not provided a service in the way you expected. If this is the case, please let us know so we can try to fix things. Rest assured, we’ll make sure your complaint is fully investigated.

Please follow the Aubergine complaints process below.

Complaints process

When you have a complaint about Aubergine, your first point of contact should be your account manager. You can contact them on +44 (0) 1525 373020 or [email protected]. If you don’t feel they’ve resolved the issue, take your complaint further to a company senior.

If you’d rather post us your complaint, the address is:

Aubergine, 12 Church Square, Leighton Buzzard, Bedfordshire, LU7 1AE

Our next steps

We’ll acknowledge your complaint within 5 working days of receiving it. We’ll then look into the issue and aim to respond within 5 working days. If it requires a longer investigation, we’ll get in touch within those 5 working days to let you know when you can expect us to respond.

If we don’t hear from you again within 20 days of our response, we’ll consider the matter resolved. We keep all complaints on file to help us monitor the number and types of complaints we receive and, where needed, we make changes to our systems and services in response to your feedback.

Taking your complaint further

You might feel that the response you received from your account manager didn’t resolve your complaint, in which case you should escalate your complaint.

When making an escalated complaint, please include full details of your complaint, including the reasons why you aren’t happy with how we’ve dealt with it so far. Escalated complaints will be managed by the most relevant person within the Senior Leadership team. All complaints should be made in writing via [email protected]. They should include the following information:

Your name and contact details and tag/account information if appropriate
The domain name(s) concerned (if appropriate)
A clear description of your concern or complaint
What steps you would like us to take to resolve the issue
Please remember to write ‘Complaint’ clearly in the subject line of your email. We’ll acknowledge your complaint within 5 working days, and come back to you with our final response within 5 working days. If we think it will take longer than this to look into it properly, we’ll get in touch within these 5 working days to let you know when you’ll get our final response.

Our commitment to our staff
We’re dedicated to providing our customers with the best service possible, but we’re also committed to providing our staff with a safe and appropriate working environment. Our people have the right to be treated with respect and courtesy. We will not accept instances of verbal, written or physical harassment or abuse of our staff.

If our staff are subjected to unacceptable actions or communications, we reserve the right to restrict or refuse access to our services (e.g. we may ask you to only correspond with us in writing or via a specific contact).

Have a suggestion or comment, rather than a complaint?

We always welcome feedback on any aspect of our policy, procedures or services – it helps us to see where we could do things differently. Please send any comments or suggestions to [email protected]. These will be passed on to the department or project team as soon as possible.