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Welcome to UKFast, do you have a question? Our hosting experts have the answers.

Sarah Wilson UKFast | Account Manager

Code of Practice

This code applies only to domestic customers only and small business customers (with less than 10 employees).

Our Services

UKFast provides a comprehensive range of services including dedicated hosting, DNS management and domain names together with a range of other services. For most up to date information visit our website www.ukfast.co.uk or call our Account Managers on 0800 954 8226. More contact details can be found here.

Access

Services will be provided upon receipt of a signed order form (or an online digitally signed order with payment) and following a credit check.

Pricing Information

To obtain details of current prices from UKFast please contact our Account Managers on 0800 954 8226. All prices quoted online and by phone exclude VAT unless otherwise stated, at the prevailing rate (20% at time of preparation).

UKFast make all reasonable endeavours to ensure that all pricing information is accurate and up-to-date at the time it is published.

UKFast submits invoices for services at monthly, quarterly and yearly intervals, and payment is normally taken by either credit card or direct debit. For all invoice queries please contact our Accounts Department on 0845 458 3535. If you are late in paying or refuse to pay the invoice submitted, UKFast reserves the right to terminate your  services as provided for in our contract conditions.

Contract Conditions

Please see our online Terms of Business. These can be found on our Website at ukfast.co.uk/terms

Standard Conditions: all orders are processed online by way of a digitally signed order form. Orders are usually for a fixed minimum term, which is clearly stated on all order forms.

The Customer may terminate this Agreement by giving 30 days written notice, which may expire at any time on or after the fixed minimum term expires. Email notification will not be accepted as notice of termination of Agreement.

Customer Service
Compensation or Refund Policy

If a refund is due, we will refund money directly back to the original credit or debit card, or bank account. Simply call Accounts on 0845 458 3535 if you have a dispute with an invoice.

Alternative Dispute Resolution

If we have not resolved your complaint to your satisfaction after 8 weeks or if you have received a letter from us saying that your complaint has reached "deadlock", you may make a complaint through CISAS, an independent alternative dispute resolution scheme.

Complaint Handling Process

If you should have cause to complain about our service, please contact our Customer Service Complaints department on 0844 576 3956 or alternatively at servicefeedback@ukfast.co.uk.

We are committed to Customer Service and should you submit a complaint this will be addressed within 7 days, during which we will keep you informed on progress.

If a customer is unsatisfied with an initial complaint they can request to speak to a  manager. The phone line for this is manned 24 hours a day by a member of senior management and the number is available on request, either through the person who initially responded to the complaint, or by filling out the general contact form on the website.

Alternative Dispute Resolution

If we have not resolved your complaint to your satisfaction after 8 weeks or if you have received a letter from us saying that your complaint has reached "deadlock", you may make a complaint through CISAS, an independent alternative dispute resolution scheme. Details of this service can be found below under 'Contact details of Alternative Dispute Resolution'.

Contact Details of Alternative Dispute Resolution

CISASc/o Dispute Resolution Services
The Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1A 2LP

http://www.arbitrators.org

Approval

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom's Web site at www.ofcom.org.uk