Terms of Service
Fasthosts are committed to delivering the best possible service to all customers and partners; it's important to us that our customers have all of the facts and are happy with our terms. Therefore our Terms of Service are designed to clearly set out from the start what we can expect from each other throughout our partnership:
- For Partner Terms of service please access your Channel Partner Portal or speak to your dedicated account manager.
- Terms of Service for Fasthosts customers.
- Privacy Policy for Fasthosts customers.
- Terms of Service for Streamline customers.
We aim to deliver the best possible levels of service, if for any reason we have not been able to meet a customers need we have the following complaints procedure.
Complaints
Fasthosts is committed to providing the highest standard of customer service to all our customers. And our customer control panel has been designed to allow you to manage all aspects of your services directly. However, in the unlikely event of a problem or complaint, we will do everything possible to ensure it is dealt with quickly and fairly. You can contact us about any of issue via the contact form within your control panel, or by the methods listed below.
How to complain 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, we will arrange for the relevant manager to investigate the complaint and contact you directly, alternatively you can ask for a member of our Customer Care team to contact you.
How to complain in writing
It’s not as fast, but if you would prefer to contact us in writing, please write to us at the address below.
Fasthosts Customer Service Manager
Discovery House
154 Southgate Street
Gloucester GL1 2EX
United Kingdom
You can also contact us directly about any issue via the contact form in your control panel.
If your complaint involves a third party
If you are 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 will not be able to assist you directly.
Please send details of your issue or query to our misuse team misuse@fasthosts.com, alternatively, you can use our contact form.
Contacting the Ombudsman
If your complaint relates to a Broadband service provided by Fasthosts, you can also contact Otelo, the Independent Ombudsman. Please note that Otelo can only help if you have given us an opportunity to resolve any issues, and if you remain unsatisfied with our attempts to resolve the issue.
Otelo contact details:
Otelo
PO Box 730
Warrington WA4 6WU
Email: enquiries@otelo.org.uk
Website: www.otelo.org.uk
Fasthosts Channel Partners
If you are a Fasthosts Channel Partner your first point of contact for all issues is your Dedicated Account Manager, if you do not have the contact details of your Account Manager to hand, please contact us on 0844 583 0788, we'll be happy to put you in touch.
Useful links
- Terms of service for Fasthosts direct customers
- Terms of service for Streamline.Net direct customers
- Channel Partner Terms of service are accessible via your Channel Partner Portal
