Last reviewed: 4 August 2026
How we handle complaints
We aim to provide dependable hosting, server and domain services. If something goes wrong, we want to understand the issue, investigate it fairly and put matters right wherever we can.
Include your Client ID, affected service and any relevant ticket numbers.
What this policy covers
This policy covers complaints about products or services supplied by Liquid Webspace Ltd, including:
- Shared, WordPress and reseller hosting
- VPS, dedicated, cloud and managed server services
- Domain registration, renewal and transfer services
- Billing, account management, customer support and service availability
How to make a complaint
Email complaints@liquidwebspace.com and provide enough information for us to identify your account and investigate the issue. Please include:
- Your name and company name, where applicable
- Your Client ID and the affected domain, hosting account or server
- What happened, when it happened and the outcome you are seeking
- Relevant ticket numbers, screenshots or error messages
Please do not send passwords, payment-card details or other sensitive information. We may ask you to verify account ownership before discussing account-specific information.
What happens next
Acknowledgement
We aim to acknowledge your complaint within 24 hours and provide a reference number.
Assessment
We review the information provided, relevant service logs and previous support correspondence. We may ask for further details.
Investigation
We investigate what happened and consider the resolution you requested alongside the available evidence.
Outcome
We explain our findings and proposed resolution. Where we are at fault, we aim to put matters right as quickly as reasonably possible.
Our expected timeframes
We aim to resolve straightforward complaints within five working days of acknowledgement. If the matter is complex or depends on a third party, such as a datacentre, registry or upstream provider, we aim to update you at least every five working days until it is resolved.
For this policy, a working day means Monday to Friday, excluding public holidays in England.
Escalating your complaint
If you are unhappy with our response or the progress of your complaint, reply to the complaint email and ask for it to be escalated. A senior manager will review the case and the response already provided.
For complaints involving a .uk domain, external options may include Nominet’s complaints process or Dispute Resolution Service. For other domain extensions, the relevant registry may operate its own complaints procedure. We can provide information relevant to your domain extension on request.
Credits, refunds and goodwill
Where appropriate, we may apply a service credit under the relevant service-level agreement, issue a refund for an eligible unused service period or offer another reasonable remedy. Any credit or refund is considered in line with our Terms and Conditions, the service ordered and applicable law.
Complaint records and privacy
We retain complaint correspondence and relevant technical or account records for audit, dispute resolution and service improvement. Personal information is handled in line with our Privacy Policy and applicable data-protection law.
Accessibility and additional support
If you need a reasonable adjustment, an alternative format or another person to communicate with us on your behalf, tell us when submitting your complaint. We will make proportionate adjustments wherever reasonably possible.
Respectful communication
We understand that complaints can be stressful. We will treat complainants fairly and respectfully, and we expect the same treatment for our team. We may restrict communication to written channels where conduct is abusive, discriminatory or threatening.
Reviewing this policy
We review this policy at least annually and following material changes to our services or regulatory responsibilities. The current version will remain available on this website.