Terms and Conditions

Complaints Procedure

British Hosting is committed to delivering the best possible service to all our customers, the following Terms of Service are designed to set out clearly from the start what we can expect from each other throughout our partnership.

‘British Hosting’ is a trading name of ‘Private Equity Systems Ltd’ herein ‘British Hosting’, which operates as a domain registry and will register and manage domains on your behalf.

Domain and Web Hosting Abuse Policy

  • If you become aware of any web space hosted by British Hosting that you feel is in contravention of any of our terms and conditions, then please email us with the details.
    Please send the following information:

    1. The URL (such as www.britishhosting.co.uk).
    2. The time and date that you noticed the infringement.
    3. Details of how you came to view the material.
    4. A precise description of why you believe the material to be in breach.

    In line with industry practices, we report illegal activity to the police or to any other relevant authorities. We also work with all appropriate bodies to ensure images of child abuse are removed from our servers and reported as quickly as possible.

    Please report all abuse by e-mailing us at:
    Email: abuse@britishhosting.co.uk

Complaints and appeal procedures

  • British Hosting shall endeavour to respond to such matters within 28 days of receipt of any complaint. All other complaints shall follow the following procedure

    Stage 1: Contact Us

    If you have a complaint about any aspect of our service, then we would like to hear from you. Many outstanding issues can be resolved informally by discussing the issue with a member of staff. The support agent who deals with your query will aim to resolve any outstanding issues and reach an amicable resolution.

    Stage 2: Escalating your issue

    If the agent helping you is not able to assist please ask to speak to a manager. If a manager is available they will be happy to talk to you to discuss your case. Managers are available on main working days during business core hours. Managers do however attend meetings and may not be available at that time. If a manager is not available, please provide your contact details to a member of staff and our management team will be in touch. Our aim is to respond to all escalated complaints within 1 hour.

    Raising an Appeal

    If after discussing any concerns you are dissatisfied with the response provided, or the way your issue has been dealt with, you can lodge an appeal by writing to the below address, detailing your account details and the outstanding complaint.

    Registry Department
    Private Equity Systems Ltd
    216 Wards Wharf Approach
    E16 2EQ

    Your complaint will be acknowledged in writing or via telephone within three working days of receiving the complaint. An investigation will be carried out into the issues raised and a full response will be provided within ten working days.

    Where the issue is particularly complex it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a full response