DC WEB HOSTING LTD
CODE OF PRACTICE ON COMPLAINTS HANDLING AND OTHER MATTERS FOR CONSUMERS AND BUSINESS CUSTOMERS

The purpose of this Code of Practice ("Code")

As a provider of ADSL services, we are required by Ofcom to develop and publish a code of practice setting out the key information concerning the services we provide to you and the key support services and company procedures which underpin them. This Code contains information about:

• Who we are and what services we provide
• How to contact us
• How we communicate with you
• Customer care and our obligations
• Confidentiality of customer information

This Code is accessible through our web site (www.dcwebhosting.co.uk). A large print or hard copy version of the Code can be requested by calling 01508 538159 or writing to our Customer Care Team at the address specified below.

This Code has been approved by Ofcom, the UK Communications Regulator. Ofcom can be contacted via its website at www.ofcom.org.uk

Who we are and what services we provide

DC Web Hosting Ltd is a leading domain name registration service and web hosting service provider which also provides broadband and dial-up internet access and email services to consumers, small businesses and medium sized business. Our registered office address is located at 80 Waddington Street, Norwich, Norfolk, NR2 4JS. For other contact details please see below under the section "How to contact us".

For broadband and dial-up services, you can choose between metered or unmetered packages for various contract periods.

How to contact us

All correspondence should go to our registered office at 80 Waddington Street, Norwich, Norfolk, NR2 4JS.

In addition to contacting us there, there are a number of other ways that you can contact us, and we will be happy to answer your questions:

General enquiries

If you have any questions about this Code, any of our terms and conditions or privacy policy, or any of your rights and obligations, or if you are an existing customer and your contact details have changed, you may contact us on 01508538159.

Sales and support

If you are a potential customer and have any questions about any of our products or services, or are an existing customer with a problem or questions about any product or service supplied to you or would like to find about more about new or additional products or services, please contact us on 01508538159.

Privacy

If you would like to notify us of how we may communicate with you for marketing purposes, or otherwise would like to contact us in connection with privacy issues, please contact us on 01508538159. We will respect your choices. Please see our Privacy Statement for more information in this respect.

Complaints

If you have a complaint, we need to know as quickly as possible. To avoid delay, please contact us by:

Phoning: 01508 538159.

Writing to: Customer Care at 80 Waddington Street, Norwich, Norfolk, NR2 4JS.

Emailing: support@dcwebhosting.co.uk

We will do our best to resolve your complaint in accordance with the procedure outlined below under the section headed "Customer care and our obligations".

How we communicate with you

We believe in effective communications with our customers. Customers can contact us as outlined above under the heading "How to contact us".

We may contact you using both online methods such as email and offline methods such as post or telephone. We may need to do so if we have any accounts queries, or need to inform you of any changes to this Code or to our Terms and Conditions or Privacy Statement, or otherwise as outlined in our Privacy Statement.

We may also promote our products and services, including special offers, through a variety of media. In doing so, we will respect any choices you have made regarding use of your contact details as notified to us (see above under "How to contact us/Privacy". Also see our Privacy Statement in this respect) and will also abide by industry-accepted standards, such as the Code of Advertising Conduct of the Direct Marketing Association.

Customer care and our obligations

Cancelling Services

Customers are able to cancel their service with us at any time in accordance with the Terms and Conditions. A customer usually contracts with us for a minimum period of 12 months after which time the contract will automaticaly renew. However, there are other minimum periods which are available and/or applicable to certain products. Please contact our Customer Care (as above) for more information in this regard or if you are unsure which minimum period applies to your contract with us.

Prices

Prices can be found at www.dcwebhosting.co.uk/hosting_prices.htm, or a price list is available in paper form from our Customer Care. We may change these from time to time, in accordance with our Terms and Conditions.

Privacy

Your rights and responsibilities in relation to your personal information are set out in our Privacy Statement which is available at www.dcwebhosting.co.uk/privacy.htm.

Resolution of Complaints

If you are unhappy with any of our products or the level of our services, please contact us and let us know. It is mainly through your feedback that we are able to review and keep improving the overall service we provide. We will do our best to resolve any complaint that you have as quickly as possible, once it has been investigated.

If you are unhappy with our products or services please contact us as soon as possible by:

Dialling: 01508 538159. Our customer care representatives will be able to assist you.

Writing to: Customer Care at 80 Waddington Street, Norwich, Norfolk, NR2 4JS.

Emailing: support@dcwebhosting.co.uk. To avoid any delay, please do not send correspondence to individual representatives? email addresses.

We will deal with your complaints or queries as quickly as possible. As a guideline, we will try to respond to written correspondence within 5 working days of receipt of your correspondence.

All complaints are dealt with by managers at the highest appropriate level. If your complaint is not resolved to your satisfaction you can ask to escalate the matter internally by writing to our Customer Care Team at the address given above, explaining that you wish the matter to be escalated.

Refunds

We will consider all refunds depending on the package you have and the circumstances giving rise to the request for a refund.

Confidentiality of customer information

We will treat any information we have about you in confidence and will not disclose it to anyone except yourself, or in accordance with your instructions to us, except as set out in our Privacy Statement.

In particular, there may be circumstances in which we may be required by law to disclose such information. Such requests may come from the police, Customs & Excise, or other regulatory bodies. If we are required to disclose any information by law, this will be strictly controlled and the disclosure will be made in accordance with current UK legislation.

For more information on our use of your personal data, please read our Privacy Statement, which is available at www.dcwebhosting.co.uk/privacy.htm.

All information is correct as of February 2018.