Making a complaint

How can I make a complaint?
We are committed to providing the highest standard of customer service to all our customers. However, in the unlikely event of a problem or complaint we will do everything possible to ensure it is dealt with quickly and fairly. We always aim to respond to your complaint within 3 working days.

Not a Hartland customer?

If you are not a Hartland customer and have a concern relating to the misuse of a service we are hosting please send details to our Misuse team via

Via our website

You can raise a complaint via the Contact Us tab in the top right corner of the screen.
Step 1: Click Contact in the top right corner of this screen then select the Contact tab.
Step 2: Use the form to enter details of your complaint. To help us deal with your complaint more effectively please provide as much detail as possible. Please also include a daytime contact number, as we may need to contact you to discuss your complaint.

By telephone

Please contact us on 01252 408877.

Complaint Escalation

If our Support agents are unable to resolve your complaint, they will refer your complaint directly to their manager. Upon receipt of your complaint, the relevant manager will investigate the complaint and contact you directly, alternatively we may arrange for one of our Customer Relations Managers to contact you if the departmental manager is not readily available.

If calling from outside the UK, you can use +44 1252 408877

In writing

We can also be contacted in writing, at the address below:

Hartland Customer Care
38 Coxheath Road
Hampshire GU52 6QG
United Kingdom

Please include your account number and as much detail as possible in your request, so we can fully investigate your concerns before contacting you.

If we don't resolve your concerns first time

In the unlikely event that you feel we have been unfair or unreasonable in addressing your concerns, you can ask for your complaint to be referred to our Customer Service Manager for a further review. Our Customer Service Manager can be contacted using any of the methods listed above.

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