Customer Complaints Policy & Escalation Procedure
Effective Date: May 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:
Email: 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
2. Complaint Acknowledgement & Initial Response Time
We will acknowledge receipt of your complaint within 3 business days.
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
- 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:
Email: contact@webxxs.com
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
Email: contact@webxxs.com
Webxxs Services Ltd
Professional websites, CRM systems, and digital growth solutions for UK businesses.
Our Mission:
To help over 100 UK entrepreneurs and small businesses each year launch and grow online through professionally built websites, structured marketing systems, and CRM-driven sales processes.
Webxxs Services Ltd
Suit A, 82 James Carter Road, Mildenhall, IP28 7DE
Contact@webxxs.com
07572750046