Customer Support

We do not accept contact form submissions from existing customers for security reasons, please use a method listed above or submit a support ticket in the client area.

Billing Support

We do not accept contact form submissions from existing customers for security reasons, please use a method listed above or submit a support ticket in the client area.

Complaints

We do not accept contact form submissions from existing customers for security reasons, please use a method listed above or submit a support ticket in the client area.

Complaints and Escalation Process

Step 1: First contact

Please contact Virtual Developments through any of the means listed on this tab. At first contact, you will initially receive an automated reply with a ticket receipt and a Customer Service representative will reply to your ticket within 5 business days, however our internal aim is 1 business day. Our customer service representative will be empowered to resolve complex issues and make fair and reasonable customer service decisions.

For complaints lodged in person or via the telephone, acknowledgement and your ticket receipt be provided immediately.

Step 2: Escalation to Senior Management

If a customer service rep is not able resolve a complaint, they can escalate it to an appropriate alternative senior member of staff. In order to ensure that we’re able to address your query effectively, you’ll need to ensure the following information is up to date on your profile:

1. Telephone number you can be reached on during the day
2. Email address

The Senior member of management will review the dispute and respond within 5 working days to attempt to resolve the complaint.

We aim to resolve all complaints within 5 business days from the date of initial complaint. Complex problems will be resolved within 15 business days. We will contact you directly to advise and discuss a new timeframe in the event that a resolution may fall outside these timeframes.

Step 3: Further options

If you remain unsatisfied the Senior team may recommend other options including:

• Referring you to your payment provider.
• Referring you to your domain registry authority.
• Urgent Complaints

If you feel your complaint is urgent, please tell us as soon as possible via telephone. We will refer your case for investigation by an appropriate senior manager, and provide a response to your complaint within one business day.

Urgent complaints differ from regular complaints in that they are referred to the senior team significantly earlier, and are treated with higher priority than normal complaints.

We aim to resolve all urgent complaints within 2 business days. We will contact you directly to advise and discuss a new timeframe in the event that a resolution may fall outside these timeframes.

We consider a complaint urgent when it concerns any of the following:

• Your complaint is in regards to the quality of service you have received that is directly causing your business to lose customers / prevent from trading
• Your issue is about a service or situation that is high risk to your business.

Customer Service Level Commitment

On the phone

We aim to answer all calls and to try to resolve the call at first point of contact.

In writing (e-mails, tickets and contact form submissions)

• All tickets and e-mails will be replied to as soon as possible but within a maximum of 5 business days of their receipt.
• If a reply cannot be sent within this timescale, an acknowledgement will be sent specifying a target date for the response.
• We try to use plain language and avoid jargon or abbreviations (without proper explanation).
• We will put a reference on your letters/e mails so that they are easy to trace if necessary.