Terms

We'll try to resolve things to be fair on both you and us

We appreciate that sometimes things can go wrong and are very proud of our customer care. But if you do have an issue or complaint please follow the procedure below and we’ll try to resolve it as quickly and reasonably as possible. Should you not be satisfied with our response you can contact Ombudsman Service for independent dispute resolution, or contact ISPA for assistance (Broadband and Telephony only).

Complaints procedure:

Your first port of call should be the sales person or support engineer you have been dealing with. Explain your problem or issue over the telephone or by email. We aim to respond to all emails with 4 hours. Our policy is always to help as much as possible and it’s not always a particular member of our staff’s fault if something does go wrong.

If this is not working for you please outline the full history of the problem in an email or letter addressed to our customer services team who will investigate fully and respond within 48hours. We aim to resolve escalated cases within 5 days. Email compaints@macace.net. A member of our management team will contact all persons involved and collect all correspondence and try to resolve the issue with you.

If you are still unhappy with things you can contact Ombudsman Services for dispute resolution at the website or address below. This is a free service for instances where we are unable to resolve an issue to your complete satisfaction or for complaints that have been open for more than 8 weeks. Prior to 8 weeks, you will require a “deadlock” letter or email from us in order to proceed with dispute resolution (ADR) service. Of course, we will do everything we can to solve the problem for you anyway and place great importance and pride in dealing with disputes, queries and problems internally in a fair and professional manner.

Contact Details for MacAce:

Customer Services, MacAce, Westcountry House, Victoria Square, Bodmin, Cornwall PL31 1EB
Telephone: 01208 220010
Email: customerservices@macace.net

Contact Details for ISPA:

The Internet Service Providers’ Association, UK 28 Broadway, London SW1H 9JX
Telephone: 0870 050 0710
www.ispa.org.uk

Contact Details for Ombudsman Services (our ADR):

Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU
Telephone: 0330 440 1614
http://www.ombudsman-services.org

Contact Details for Nominet:

Nominet, Minerva Housem Edmund Halley Road, Oxford Science Park, Oxford. OX4 4DQ
Telephone: 01865 332348
Email: drs@nominet.org.uk
www.nominet.org.uk