Complaints Policy

Whamos Ltd takes every complaint seriously. We aim to get things right first time, but if something has gone wrong we want to know about it so we can put it right and learn from it. This policy explains how to raise a complaint with us, what we will do in response, and how long it should take.

Who this policy is for

This policy applies to anyone who has used or is currently using a service provided by Whamos Ltd, including web design, SEO, hosting, domain management, parish council websites, device repairs, and any related services. It also applies to visitors to whamos.co.uk who believe we have done something wrong.

How to make a complaint

The quickest way to resolve most issues is to talk to us directly. In most cases a quick conversation or email is enough to clear things up. If you would prefer to raise a formal complaint, please use one of the following channels:

• Email: info@whamosltd.co.uk
• Phone: 01229 [774591]
• Post: Whamos Ltd, [South Cumbria Skills Exchange], [Millom], Cumbria, [LA11118 4JS]

To help us deal with your complaint quickly and fairly, please include:

• Your name and the best way to contact you
• The service or website the complaint relates to
• What happened and when
• What you would like us to do to put things right

What happens next

We will work to the following timescales for every formal complaint:

• Acknowledgement: within 3 working days of receiving your complaint. We will confirm we have it and tell you who is dealing with it.
• Full response: within 20 working days of acknowledgement. If a complaint is complex and we need longer, we will write to you before the deadline to explain why and tell you when you can expect our final reply.

Our reply will set out what we found, what (if anything) we are going to do about it, and what your options are if you are not happy with our response.

If you are not happy with our reply

If our response does not resolve things to your satisfaction, you can ask us to review the complaint. Reviews are handled by the company director and looked at with fresh eyes. We will reply to a review request within a further 20 working days.

Going further

If you have exhausted our internal complaints process and are still not happy, you may be able to escalate the matter externally. The right route depends on the nature of the complaint:

• Data protection or privacy concerns — the Information Commissioner’s Office (ico.org.uk).
• Disputes about goods, services or contracts — Citizens Advice (citizensadvice.org.uk) can advise on your consumer rights, and unresolved disputes can be taken to the small claims track of the County Court.
• Domain registration matters — complaints about .uk domains can be raised with Nominet (nominet.uk).

Confidentiality and record-keeping

We treat every complaint in confidence. We only share the details with the people who need them in order to investigate and respond. We keep a record of complaints and our responses for at least 2 years so that we can look for patterns and improve the way we work.

What this policy does not cover

This policy does not handle reports of website abuse or technical security incidents, which should be sent to info@whamosltd.co.uk with the subject line “Security”. It also does not replace your statutory rights as a consumer or business customer.

Review

This policy is reviewed at least annually and whenever our processes change. It was last updated on April 2026.