Code of Practice Regarding Complaint Handling and Dispute Resolution for Domestic and Business Customers
This document was last updated on 6th March 2020.
This page provides a snapshot of DWB Media Limited services and what to do if something goes wrong or we fail to meet your expectations. This document has been approved by Ofcom (the independent regulator and competition authority for the UK communications industries).
1. About DWB Media
DWB Media Limited offers a range of internet services aimed mainly at consumers and small office/home office customers and was established in 2014. DWB Media offers internet connections such as broadband and web hosting services.
DWB Media's services may be accessed and ordered via the website https://dwbmedia.co.uk or by calling us on the Telephone number listed in Section 3.
DWB Media also operates as a UK based domain registrar in the form under the name of DWB at our website. We're members of Nominet, the UK domain authority.
All pricing information for services are available on the relevant service pages at https://dwbmedia.co.uk. You can also browse our full price list. Minimum contract periods do not apply, unless specifically stated on the relevant service pages or in the Terms and Conditions documents.
Services may be cancelled online via your MyDWB Control Panel, or by telephoning one of our Support Team members on 0330 122 2001.
DWB Media Limited15 Lakewood DriveBarlastonStaffordshireST12 9BH
DWB Media Limited registered in England: Company Number: 10566560.
VAT number: GB 312506543.
Calls to any DWB telephone line may be recorded or monitored for the purpose of improving our service. DWB Media reserves the right to refuse, suspend or summarily terminate all DWB Media services to any person who is abusive or behaves unreasonably towards DWB Media staff, and further communication with that person will be declined.
3. Terms & Conditions of our Services
Each DWB Media service is subject to terms and conditions of use which may vary.
DWB Media confirms that it complies with all applicable data protection regulations.
6. How We Handle Complaints
We aim to provide a quality service at all times. As with any company, occasionally we may get it wrong - we may make a genuine mistake or you may experience a fault with one of our services.
DWB Media aims to provide world-class technical support to its customers and to deal with complaints in a timely, fair and efficient manner. We will work with customers on an individual basis in consideration of compensation or refund claims.
You can speak to the Customer Services Manager by phone by calling 0330 122 2001, or contact us via our support ticket at MyDWB Control Panel. However, we recommend that you set-out your complaint in writing to the Customer Services Manager at the earliest opportunity (the address is shown in Section 3, above).
The Customer Support Manager will endeavour to respond in writing within 3 working days of receipt of your complaint. If you are still dissatisfied with our response you may ask for your complaint to be reviewed by the Senior Manager. The Senior Manager will endeavour to respond in writing within 3 working days of your request.
If we are still unable to resolve your complaint or reach mutual agreement to settle your claim, then we will normally write you a 'letter of deadlock' and you have the right to progress the matter in a UK Court. The Head Office address shown above is also the Registered Office address for DWB Media Limited which is a company registered in England number 5335999.
Additionally, where the dispute specifically concerns our provision of an electronic communications service such as broadband or email, and where the dispute does not relate to our commercial decision whether and, if so, on what terms to supply you with any service and/or product, then you may refer it to an external dispute resolution service from Ombudsman Services: Communications. DWB Media Limited is a member of Ombudsman Services: Communications, a telecommunications ombudsman who provide a free and independent dispute resolution process for customers who have failed to reach agreement over disputes specifically concerning electronic communications services. Ombudsman Services: Communications will independently review the facts of the case and their decision will be legally binding on DWB Media, but not you as the customer. Ombudsman Services: Communications require a letter of deadlock if less than three months has elapsed since your original complaint. This period is so that DWB Media is given an opportunity to resolve the case to your satisfaction before it is referred to the external dispute resolution service. A web page guide to complaining is provided at: https://www.ombudsman-services.org/how-it-works/process.
A. Ombudsman Services Contact Details.
Ombudsman Services: Communications can be contacted at PO Box 730, Warrington, WA4 6WU.