Customer Charter
At Birch Hosting Limited it is our mission to put our customers first by giving world class service. Below is our written commitment to you and what level of service you should expect being a Birch Hosting Limited valued customer.
Communication
- We guarantee that you will receive high levels of support from our friendly support team with no copy and paste responses.
- We will ensure that all support requests are dealt with quickly and efficiently by our friendly support staff.
Billing
- We guarantee reliable and accurate billing
- All invoices are available to you online
- Printer friendly invoicing.
- 30, 10, 5 and 1 days notice of domain expiry.
- 14 days notice of hosting renewal and 7 days notice on monthly billing
- You will have 24/7 access to your billing information through the client area.
Complaints
All complaints will get a formal response within 24 hours personally from the director and work to resolve within this time frame. You can lodge a complaint by clicking on the relevant links highlighted below.
- Domain Related Complaints
- Hosting Related Complaints (Please Raise a Hosting Support ticket when logged in to the Client Area)
- Abuse Regarding the misuse of a Domain or Hosting
- All Complaints will be fully documented
- We will keep you updated throughout the process
Privacy and Security
- We will never sell your information to other companies
- No credit/debit card information is kept on our servers as these are kept by the relevant payment gateways.
- We will always be vigilant with server security to keep your data safe
For more info on privacy please refer to our Privacy Policy