Our Complaints Procedure

New World pride itself on happy customers who stay with us for many years. If, unfortunately, you are unhappy with any part of our service we do our best to resolve any issues. If you have any issues you feel we need to resolve, please contact our customer services department. If you do not receive a response you feel resolves your issues, please follow the procedure below to make an official complaint.

Not Happy?

If you have made a complaint to either a particular staff member or to customer services and are not happy with the response that you received, then you can escalate your complaint. All escalated complaints should be made to the complaints department.

Please send your complaint to:

Complaints – New World Digital Media
50 Mersey Street,
Warrington,
Cheshire,
WA1 1RU

What happens next?

When the Complaints team has received your complaint, they will acknowledge it within a working week (five working days).

Your complaint will then be fully investigated and we will aim to respond within a further working week (five working days).

If the situation requires a longer investigation, we will contact you within this time to inform you of this and let you know when you can expect our response.

Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

If it needs to go further

If you are not satisfied with the response that you have from the Complaints team department then you have a period of twenty working days, from the date of our response, to make an escalated complaint. If we do not receive an escalated complaint within twenty working days, we will consider the case to have been resolved.

If you wish to make an escalated complaint, please ensure that you include details of your previous complaint and reasons for your dissatisfaction. You should receive a final response within ten working days.

All escalated complaints should be made in writing and include the following information:

  • Your name, contact details, and account information if appropriate
  • The domain name(s) concerned (if appropriate)
  • A clear description of your concern or complaint
  • What steps you would like us to take to resolve the issue

Please write “Complaint” clearly at the top of your letter.

What happens Now?

When the Complaints department has received your complaint, they will acknowledge it within a working week (five working days).

Your complaint will then be fully investigated and we will aim to respond within a further working week (five working days).

If the situation requires a longer investigation, we will contact you within this time to inform you of this and let you know when you can expect our response.

Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.