Legal

Customer Complaints Policy & Escalation Procedure

Effective Date: November 2026 · Issued by Webxxs Services Ltd

At Webxxs Services Ltd, we are committed to delivering professional services and maintaining high customer standards. If a customer is dissatisfied with any aspect of our service, we welcome the opportunity to address concerns promptly and fairly.

1. How to Make a Complaint

Complaints should be submitted in writing by email to contact@webxxs.com. Please include:

• Your full name and business name (if applicable)
• Contact details
• Details of the complaint
• Relevant dates or order references
• Preferred resolution

If you have an active project with us, you can also raise a complaint in your client area by choosing "Complaint". It is logged against your project and reviewed by Ash personally.

2. Complaint Acknowledgement & Initial Response Time

We will acknowledge receipt of your complaint within one working day (Monday to Friday, 9am to 5:30pm UK time). We aim to investigate and provide a formal response within 10 business days of receiving the complaint. Where additional time is required due to complexity, we will keep you informed of progress and revised timescales. Business days are Monday to Friday, excluding public holidays in England and Wales.

3. Complaint Resolution

Following review, we will provide our decision in writing, outlining our findings, any corrective actions proposed, and any further steps available to you. Our aim is to resolve all complaints fairly, reasonably, and without unnecessary delay.

4. Escalation Process

If you are unhappy with the outcome of the initial complaint response, you may request an escalation review. Escalation requests must be submitted in writing within 14 calendar days of receiving the initial outcome. Please state why you remain dissatisfied and provide any additional supporting information.

Escalation requests should be sent to contact@webxxs.com with the subject line "Complaint Escalation Request". We will acknowledge the escalation within 3 business days and aim to complete the escalation review within 10 business days. The escalation review will involve a senior representative or alternative reviewer not directly involved in the original complaint where reasonably possible.

5. Final Response

Following escalation, a final written response will be issued. This will set out our final position and any further actions, if applicable.

6. Our Commitment

We treat all complaints seriously and use feedback to improve our services, systems, and customer experience.

7. Contact Information

Webxxs Services Ltd
contact@webxxs.com