0844 414 8950

Complaints Procedure

Our terms and conditions

Our Complaints Procedure


New World pride ourselves in 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 the department head of the relevant 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 the department head concerned and are not happy with the response that you received, then you can escalate your complaint. All escalated complaints should be made to the customer service department.

Please send your complaint to:

Customer Service

New World Digital Media
Bank Quay House,
Sankey Street,
Warrington,
Cheshire,
WA1 1RU

Or you can use the contact information below.

Tel: 0844 414 8950

Email: info@neworlddigitalmedia.co.uk

What happens next?


When Customer Services 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 Customer Services 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 on the top of your letter.

Please send your complaint to:

Complaints

New World Digital Media
Bank Quay House,
Sankey Street,
Warrington
Cheshire
WA1 1R

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.

Want us to call you?

New World Digital Media

Company Number: 10460916