Complaints Procedure
If you have not already spoken to us about your complaint, please contact us
First Step
We will aim to put things right quickly and we always respond to your first contact within 12 business hours. All electronic ticket submissions will receive an automatic email confirming that the ticket has been received successfully provide a tracking reference.
Further Escalation
If you have already contacted us and feel that your issue has not been fully resolved then you may submit a written formal complaint.
At this stage we request the complaint MUST be made in writing. This is to ensure we can investigate your concerns and provide a full and proper response.
Complaints can be submitted via the contact us page, or alternatively, you can submit your complaint in writing to:
Sheridan Internet Limited
Unit 10E, Wilsons Park
Monsall Road
Manchester
M40 8WN
You should ensure you include as much information about the issue and the reasons you feel it has not been resolved. If possible please also include:
- Name of the staff member you spoke with on the phone or support tickets
- Ticket reference IDs
- Date & time when issues occurred or when you called
- Details about the problem, how it started, what you did and any other relevant details
- Providing as much information as possible helps us to quickly investigate and fully understand the situation, what happened, what/if anything went wrong and how we can then try to resolve your complaint.
What we will do:
The Technical Director will acknowledge the written complaint within 48 hours.
Depending on the type of issue, it may be necessary for the complaint to be passed to a more appropriate Manager, Head of Department or Director. You will be informed of who is handling your complaint and their role in the investigation.
We will then provide a full reply to the complaint within 14 working days.