Complaints Procedure

Last updated: 19 August 2026

We want you to be happy with our Services. If something goes wrong, this page explains how to complain and what to expect.

1. How to raise a complaint

Please contact us at abuse@orbi-hosting.com, or raise a ticket from your account, with the word "Complaint" in the subject. Include your account details, what happened, and what outcome you are looking for.

2. What happens next

• We will acknowledge your complaint, normally within 2 business days.
• We will investigate and aim to give you a full response within 10 business days. If we need more time, we will let you know why and when to expect a response.
• If you are not satisfied with our response, you can ask for it to be reviewed by a senior member of the team.

3. Further steps

If we cannot resolve your complaint and you are a consumer, you may be able to refer certain disputes to an alternative dispute resolution (ADR) provider or to the relevant regulator. For data protection concerns, you can contact the Information Commissioner's Office (ICO) at ico.org.uk. Nothing here affects your right to take legal action.

4. Contact

Orbi Hosting, 19 Tower field road
Ipswich
Suffolk
IP12 2UL
United Kingdom. Email: abuse@orbi-hosting.com.