Complaints Policy
At Cobalt Web we want to ensure that you receive the best service and support possible. If you feel that you are not receiving the service you expected, or if you feel that after submitting a support request or after speaking to one of our team, that your issue has not been resolved to your satisfaction please use the steps below to ensure that your issue is escalated:
Steps of Action
1.1 Send us your complaint in writing to Cobalt Web, Toad Hall, Townshend, Hayle, Cornwall, TR27 6AF.
1.2 We will respond to your written complaint within 14 days by letter, and start to investigate the issues raised within your complaint and put forward a possible course of action to resolve your issue.
1.3 If, following our letter of proposed resolution, you still feel that your issue is unresolved, you can re-submit your letter of complaint to the same address.
1.4 Following receipt of your second letter, we will review it thoroughly again, and put forward a course of action to resolve the issue. You should receive our second response within 14 days of us receiving your second escalation letter.