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Machine Networks Complaints Procedure

Our Commitment To You

At Machine Networks we are passionate about what we do and are committed to delivering the best hosting experience possible for our clients. We work hard to ensure that the level of service you receive is of a consistently high standard, however, if for any reason you are not happy with the service that you have received from us or if you are not satisfied with our response, we would like to hear from you.

Stage 1 - Contact Us

If you are unhappy with any aspect of the service you have received from us, then the first step is to contact our Client Support Team. We will do our best to resolve any issues as quickly as possible. We can be contacted 24/7 via email or support ticket.

Please email us at complaints@machinenetworks.co.uk or open a support ticket.

Stage 2 - Escalation

If you have already raised your issue via email or support ticket and have been unable to reach a resolution, you can contact our Customer Service Manager who will investigate your complaint.

In your email, please include your account information, details of any previous email or support tickets (please reference the ticket ID), as much information about your complaint as possible, the reason you were not satisfied with our response and what steps you would like us to take to resolve the issue.

You will receive acknowledgment of your complaint within 3 working days and an investigation will be carried out into the issues raised. A full response will be provided within 10 working days.

Depending on the nature of your complaint our investigation may take longer to complete. If this is the case we will inform you and advise you when you can expect a full response.

Please email customerservicemanager@machinenetworks.co.uk

Stage 3 - Further Action

After following stages 1 and 2, if for any reason your complaint has not been resolved to your satisfaction, you can make a formal complaint in writing to a Company Director. One of our Directors will then review your complaint and our staff responses.

You will receive acknowledgment of your complaint within 3 working days and a final response within 10 working days.

If your complaint requires longer investigation we will inform you of this and let you know when you can expect our response.

Please send your complaint in writing to:

Company Director
Machine Networks Ltd
Europarc Innovation Centre
Innovation Way
Grimsby
North East Lincolnshire
DN37 9TT
United Kingdom

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