Complaints Escalation

Fasthosts is committed to providing the highest standard of customer service to all our customers. However, in the unlikely event of a problem or complaint, we'll do everything possible to make sure it's dealt with quickly and fairly.

Not a Fasthosts customer?

If you're not a Fasthosts customer and have a complaint relating to any third party (for example, relating to the content of a website hosted by a Fasthosts customer), our customer support agents won't be able to help you directly.

Please send details of your query to our misuse team at misuse@fasthosts.com

By Email

Please email us at support@fasthosts.com. This must be sent from the email address registered on your Fasthosts account. If you don't have access to your mailbox, you can contact us by phone or write to us. Please use "Raise a Complaint" as the subject and provide detailed information, including your complaint and a daytime contact number.

By Telephone

Please contact us on 0844 583 0777 and speak to someone from the department you feel is most relevant to your complaint, technical support, billing, sales etc. If our Support agents are unable to resolve your complaint, they will refer your complaint directly to their manager. Upon receipt of your complaint, the relevant manager will investigate the complaint and contact you directly, alternatively we may arrange for one of our Customer Relations Managers to contact you if the departmental manager is not readily available.

In writing

We can also be contacted in writing, at the address below:

Fasthosts Customer Care
2 Cathedral Walk,
The Forum,
Gloucester,
GL1 1AU
United Kingdom

Please include your account number and as much detail as possible in your request, so we can fully investigate your concerns before contacting you.

If we don't resolve your concerns first time

If you feel we have been unfair or unreasonable in addressing your concerns, you can ask for your complaint to be referred to our Customer Service Manager for further review.