Complaints Policy

If something has gone wrong, we want to hear about it and put it right. This policy explains how to raise a complaint and what happens next.

Last updated: November 3, 2026

Our commitment

We aim to treat every complaint fairly, answer it clearly and fix the cause where we can. Making a complaint never affects the service you receive from us.

How to make a complaint

Open a ticket from your client area, or email support@hostelevate.com with "Complaint" in the subject. Please include:

your name and the email address on your account;
the service or domain the complaint is about;
what happened and when, with any ticket numbers or screenshots; and
what you would like us to do to put it right.

What happens next

We confirm that we have received your complaint within 2 business days.
We look into it and send you a full answer within 10 business days.
If we need more time, we tell you why and when you can expect an answer.

If you are not happy with our answer

Reply to the ticket and ask for the complaint to be escalated. A director of HostElevate who was not involved in the first answer will review the case and reply within 10 business days.

Our final answer

After the review, we send a final written answer that explains our decision and any action we will take. This completes our internal complaints process.

Other options

If you are still not satisfied, you may be able to take the matter further outside HostElevate, for example:

with your payment provider, for a payment problem;
with the consumer protection authority in your country;
with the data protection authority in your country, for a privacy matter; or
with the domain registry or ICANN, for some domain matters.

Records

We keep a record of complaints and their outcomes so we can find patterns and improve our service.

Respectful communication

We ask that complaints are made respectfully. We may limit how we communicate with anyone who is abusive or threatening toward our team.