Our Commitment to you
At Netplan, we work hard to ensure that the level of service you receive is at a consistently high standard, be this reliability and performance of your products, accuracy of our online systems or that our team address any concerns or queries you have professionally and efficiently.
We have our Customer Advisory teams available to address any issues you have, however if for any reason you are not satisfied with our level of commitment, we have a formalised procedure for raising any complaints or grievances:
1 If you have already raised your issues with our customer support teams but wish them to be escalated, existing customers can detail their complaint in their Netplan Control Panel at:
Support | Create Ticket | Complaints Procedure
This section confirms your identity and therefore satisfies our security requirements and measures, allowing us to address your concerns sooner.
- Your name and contact details
- The domain name(s) related to the concern/complaint (if applicable)
- A clear and concise description of your concern/complaint
- What steps or actions you would like us to take (if applicable)
- Details of any previous Support Tickets (please reference the Ticket ID) or previous discussions
Your ticket will be assigned a tracking number and escalated to the Support Manager for their personal attention and investigation
You will receive a response within a maximum of one working day with the Support Manager's Findings and subsequent actions (if applicable)
Not an existing customer?
If you are not an existing customer and do not have a Netplan Control Panel, please email firstname.lastname@example.org or via fax on 0845 466 0102, providing the above information.
Please include "Complaint FAO Support Manager" in the subject line.
If you prefer to detail your complaint via post, please write to us at:
- Support Manager
- Netplan Internet Services
- 9 Regan Way
- Chetwynd Business Park
- NG9 6RZ
Please ensure you specify if you would like a posted response back or via another format (email or fax)
If for any reason you are not satisfied with the findings of the Support Manager, you can escalate your complaint to a Director.
Please write to us at the above address, but specify "For the attention of the Netplan Directors" in your correspondence and include any tracking numbers or other references from your previous correspondence with the Support Manager to assist us in recovering the full history of your complaint.
You will receive acknowledgement within one working day and please allow ten working days for a full reply.
Our commitment to our teams
As well as our commitment to providing the best possible service for our customers, we are also committed to providing an appropriate working environment for our staff.
Any abusive, harassing or threatening conduct to our teams (both written or verbally) is unacceptable and we reserve the right to limit or stop providing services to anyone found to be conducting themselves in this manner.