When we get it wrong, we put it right
Nobody’s perfect — not even after 27 years. If we’ve let you down, we genuinely want to know, and this page explains exactly what happens when you tell us.
How to raise a complaint
Tell us in whichever way suits you:
- Support ticket — raise a ticket from your client area marked “Complaint” so it's routed correctly.
- Contact form — use our contact page if you'd rather not log in, or if your complaint concerns account access itself.
To help us resolve things quickly, include your domain or account reference, what happened, when, and what outcome you're looking for.
What happens next
- Acknowledgement within 1 working day. A named person takes ownership of your complaint — you won't be passed around.
- A full response within 5 working days. If the issue is complex and needs longer, we'll tell you why and give you a realistic timescale.
- Resolution. Where we've made a mistake, we'll say so plainly, fix it, and where appropriate put things right financially. No weasel words.
If you're still not satisfied
Ask for your complaint to be escalated to the business owner, who will personally review it and respond within 5 further working days. As an independent company, the person reviewing your escalation genuinely has the authority to resolve it.
External routes
- .uk domain disputes — Nominet, the .uk registry, operates an independent complaints and dispute resolution service for domain registration issues.
- Other domain extensions — complaints about gTLD registrations (such as .com) can be raised with ICANN if unresolved with us.
- Consumer rights — nothing in this procedure affects your statutory rights, including those under the Consumer Rights Act 2015.
Complaints about content we host
If you believe a website hosted on our platform breaches our Acceptable Use Policy or the law, report it via our contact page with the URL and details. We review every report and act where our policies or legal obligations require it.
What our customers say
★★★★★
A very professional company with great…
A very professional company with great customer service. They are trustworthy and honest, two very important qualities I value hence I've been with them for over 8 years. Highly recommend them
It's rare these days to come across a company that does exactly what it says it will do. Fusionhost was that company for me. … thank you for great service and just your ability to get it done with NO dramas!!
★★★★★
If anything has gone wrong, typically they tell me and it's sorted before I have been aware of it. A top company who work hard to make your web experience simple and engaging. I know of none better!
They transferred my website from a multinational web host that had no support to their hosting platform within 48 hours with no problem and more importantly no downtime!
★★★★★
Perfect prices, excellent customer service and no task is too small. Servers are connected to fast networks, are very responsive and have not skipped a beat. … Great company, even better people.
It took minutes to buy my personalised domain name, to order my web hosting and to install a SSL certificate… I have commissioned fusionhost to build my website and to provide me with training on how to use the website!
Assistance with the transfer was superb, all went smoothly with minimum downtime. Now working perfectly without any issues. Good decision on our part, just wish we had done it earlier.
★★★★★
Got me up and running quickly with minimal fuss. Very professional and reliable.
Personalised Customer Support… At last!
They set up my server, they secured my server and they also provide all of the maintenance involved in running a web server… fusionhost took care of everything, so I can concentrate on running my business!
How quickly will you respond to a complaint?
We acknowledge every complaint within 1 working day, and a named person takes ownership of it. You'll get a full response within 5 working days, or a clear explanation and timescale if it needs longer.
What if I'm not happy with the response?
Ask for your complaint to be escalated to the business owner, who will personally review it and respond within 5 further working days. For .uk domain disputes, Nominet also offers an independent dispute resolution service.
What's the fastest way to get technical help?
If you're a customer, raise a support ticket from your client area. It goes straight to the people who can fix things, along with your account details, so there's no back-and-forth.