Complaints Policy

1. Who We Are and the Purpose of This Policy

CloudNet Technologies Limited (“CloudNet”, “we”, “us” or “our”) is a private limited company registered in England and Wales under company number 14371617. Our registered office is 18 Alma Road, Manchester, England, M19 3NW. Our trading address is Unit 8B, Redfern Industrial Estate, Hyde, SK14 1RD.

We are committed to providing professional, reliable and respectful services. We recognise that concerns or complaints may sometimes arise and regard complaints as an important opportunity to investigate problems, resolve legitimate concerns and improve our services.

This policy explains how complaints may be raised, how we normally handle them and what complainants can expect from us.

2. Scope of This Policy

This policy may apply to complaints concerning:

• CloudNet products, software, platforms or technology services
• installation, implementation, hosting, maintenance or technical support
• customer service or communication
• service quality or agreed deliverables
• conduct of CloudNet personnel when acting on behalf of the company
• billing, administration or account management
• information security or handling of confidential information
• data-protection or privacy concerns
• other matters reasonably connected with services provided by CloudNet

Where a contract contains a specific complaints, dispute-resolution, escalation or service-management procedure, the relevant contractual procedure may apply in addition to, or take precedence over, this general policy.

3. Our Complaint-Handling Principles

When handling a complaint, we aim to:

• make it reasonably straightforward to raise a concern
• listen carefully and understand the substance of the complaint
• treat complainants fairly, respectfully and professionally
• consider relevant information objectively
• avoid conflicts of interest wherever reasonably possible
• protect personal and confidential information appropriately
• respond within reasonable timescales
• explain our findings and any appropriate action clearly
• use legitimate complaints to identify opportunities for improvement

Raising a genuine complaint will not, by itself, result in unfair or detrimental treatment by CloudNet.

4. How to Make a Complaint

Complaints should preferably be made in writing so that we can understand the issue clearly and maintain an accurate record.

You can submit a complaint by email to:

If a complaint is initially made by telephone or during a meeting, we may ask for written confirmation where this would help us investigate the matter accurately.

5. Information to Include

Providing clear information can help us investigate a complaint efficiently. Where possible, please include:

• your name and organisation
• your preferred contact details
• a clear description of the issue
• the relevant service, product, project or account
• important dates, reference numbers or correspondence
• details of any previous attempts to resolve the issue
• supporting documents or evidence where relevant
• the outcome or resolution you are seeking, where applicable

Please avoid sending unnecessary sensitive or confidential information. We will request additional information if reasonably required to investigate the complaint.

6. Stage One – Initial Review and Resolution

The complaint will normally be reviewed by an appropriate person with sufficient knowledge or authority to investigate the matter.

Our review may include:

• examining relevant communications and records
• reviewing technical, operational or service information
• speaking with relevant members of staff
• reviewing applicable contractual terms or service requirements
• requesting clarification or additional evidence from the complainant

We aim to provide a substantive response within 10 working days of receiving sufficient information to investigate the complaint.

Some complaints may require more detailed investigation. Where we reasonably expect the investigation to take longer, we will aim to inform the complainant and provide an update or revised expected response date.

7. Our Response

Where appropriate, our response will explain:

• our understanding of the complaint
• the investigation undertaken
• our findings
• whether the complaint is upheld, partially upheld or not upheld
• any corrective or remedial action considered appropriate
• any relevant next steps

Where we identify that something has gone wrong, we will consider proportionate action. Depending on the circumstances, this may include correcting information, resolving a technical or service issue, improving communication, reviewing a process, providing further support or taking other reasonable remedial action.

The particular remedy available will depend on the circumstances, applicable contractual terms and relevant legal obligations.

8. Stage Two – Escalation

If you remain dissatisfied after receiving our Stage One response, you may request an internal escalation.

The escalation request should explain why you believe the original response did not adequately address the complaint and identify any relevant information you believe was overlooked.

Where reasonably possible, the escalated complaint will be reviewed by a person who was not primarily responsible for the original decision or investigation.

We aim to acknowledge an escalation within two working days and provide a final internal response within 10 working days after receiving the information reasonably required for the review.

If additional time is reasonably necessary, we will aim to explain this and provide an updated expected response date.

9. Urgent Complaints

Where a complaint indicates an immediate or significant risk involving security, personal information, safeguarding, service availability or another serious operational matter, it may be escalated outside the normal complaint timetable.

Urgent matters will be assessed according to their nature and potential impact and may be handled under our information-security, incident-management, safeguarding, business-continuity or other relevant procedures.

10. Data Protection and Privacy Complaints

Complaints concerning personal information will be handled in accordance with applicable UK data-protection law and our Privacy Policy.

If your complaint relates to CloudNet’s handling of your personal information, please clearly state this when contacting us so that the matter can be reviewed appropriately.

We encourage individuals to raise a data-protection concern with us first so that we have an opportunity to investigate and respond.

Individuals also have the right to complain to the Information Commissioner’s Office (“ICO”) where applicable.

Contacting CloudNet first does not remove any legal right to raise a matter with the ICO or another competent authority.

11. Complaints Made on Behalf of Another Person

We may accept a complaint made by an authorised representative on behalf of another person or organisation.

Where necessary, we may ask for reasonable evidence that the representative has authority to act before disclosing confidential information or discussing details of the complaint.

12. Accessibility and Reasonable Adjustments

We aim to make our complaint process reasonably accessible.

If you have a disability, communication difficulty or other accessibility requirement that affects your ability to make or pursue a complaint, please tell us. We will consider reasonable adjustments appropriate to the circumstances.

Where reasonably practicable, we may accept complaints through an alternative communication method where written communication is not suitable.

13. Confidentiality and Data Protection

Complaint information is handled with appropriate confidentiality and is normally shared only with people who reasonably need access for investigation, resolution, legal, regulatory, insurance, audit or service-management purposes.

Personal information collected through the complaints process is processed in accordance with applicable data-protection law and our Privacy Policy.

Where a complaint concerns another individual, confidentiality and data-protection requirements may prevent us from providing certain information about that individual or any action relating to them.

14. Complaint Records

We may maintain records of complaints and their resolution for legitimate business, contractual, legal, regulatory, security and service-improvement purposes.

Records may include:

• the date and nature of the complaint
• relevant correspondence
• evidence considered during the investigation
• the outcome and response
• corrective or improvement actions where appropriate

Complaint records are retained only for as long as reasonably necessary in accordance with our legal, contractual and data-retention obligations.

15. Learning and Continuous Improvement

Where appropriate, CloudNet reviews complaints to identify recurring issues, service weaknesses or opportunities for improvement.

This may result in changes to:

• internal processes or procedures
• software or technical controls
• customer communications
• staff guidance or training
• service monitoring
• supplier-management arrangements

Corrective actions are proportionate to the nature, frequency and impact of the issue identified.

16. Unreasonable, Abusive or Repetitive Conduct

We will not reject a complaint simply because it is critical of CloudNet. However, we expect communications to remain lawful and reasonably respectful.

Where communications become threatening, abusive, discriminatory, knowingly false, excessively repetitive or otherwise unreasonable, we may take proportionate steps to manage further contact.

This may include asking that communication is made through a nominated contact or a particular communication channel. Any such restriction will be considered carefully and will not prevent us from addressing a genuine unresolved complaint where it is reasonable to do so.

17. Matters Outside This Complaints Process

This policy does not prevent or replace:

• legal rights or remedies available to either party
• contractual dispute-resolution procedures
• regulatory reporting or complaint rights
• law-enforcement reporting
• insurance claims or notifications
• formal employment or workplace procedures where another CloudNet policy applies

Where a matter is more appropriately handled under another process, we may explain this and direct it to the appropriate procedure.

18. Relationship With Other CloudNet Policies

This Complaints Policy should be read alongside other relevant CloudNet policies and terms, including:

• Privacy Policy
• Data Security Policy
• Terms & Conditions
• Workplace Policy
• Corporate Compliance & Social Responsibility

Customer-specific contractual procedures may also apply to particular services or projects.

19. Review of This Policy

We review this policy periodically and may update it where appropriate to reflect changes to our services, business processes, contractual requirements, legislation or regulatory guidance.

Where this policy is updated, the revised version will be published on this page and the effective or last-reviewed date will be amended as appropriate.

20. Contact Us

To make a complaint or ask a question about this policy, please contact: