News
Date | News |
| OCT 2021 | OCT 2020 We are pleased to announce that Total Web Solutions has been issued with a PCI DSS 3.2.1 Certificate of Compliance. |
|---|---|
| SEPT 2020 | SEP 2020 We are pleased to announce that Total Web Solutions has been issued with a PCI DSS 3.2.1 Certificate of Compliance. |
| SEPT 2019 | SEP 2019 We are pleased to announce that Total Web Solutions has been issued with a PCI DSS 3.2.1 Certificate of Compliance. |
| JULY 2019 | Total Web Solutions has now been an ICANN Accredited Domain Registrar for 20 years! When looking to register Domain Names you need a company you can trust to deliver excellent service and support. Our knowledge and experience in this field means you can be sure your domains are safe with us. Check and register domains. Link here |
| JULY 2019 | We are proud to announce that we have been awarded a place on the prestigious G-Cloud 11 procurement framework. Our Cloud hosting platform is available for any organization operating within the public sector. See our Cloud hosting packages. Link here |
| JUN 2019 | Reserved .uk domain names which were not registered by 25th June 2019 at 06:00 BST (UTC+1) are now subject to a release process that will take place between 1st July and 5th July 2019. |
| SEPT 2018 | Total Web Solutions has been issued with a PCI DSS 3.2.1 Certificate of Compliance. |
| JAN 2018 | Total Web Solutions is nearing the completion of its General Data Protection Regulation (GDPR) audit and has created a GDPR web page to inform customers and suppliers about what measures we will employ to achieve GDPR compliance. |
Code Of Practice
The Code of Practice can be downloaded here
Click here to download the Code of Practice (PDF Format)
Terms and Conditions
Our terms and conditions can be downloaded here
Click here to download the Terms and Conditions (PDF Format)
Terms for .gov.uk domains
Our terms for .gov.uk domains can be viewed here: https://www.totalwebsolutions.com/terms-for-gov-uk-domains/
Acceptable Usage Policy
The Acceptable Usage Policy can be downloaded here
Click here to download the Acceptable Usage Policy (PDF Format)
GDPR compliance statement
Our GDPR compliance statement can be downloaded here
Click here to download the GDPR compliance statement (PDF Format)
Customer Service Level
If you need to contact us then you should use the secure ticketing system located in your control panel.
This reduces the security checks we have to perform to ensure the authenticity of your request and so will speed up the reply to your query.
Should you not have access to your control panel then you can use the contact form located here. We may have to perform additional security checks before we can deal with your enquiry, and this can slow down our response.
In all instances we will acknowledge receipt of your query within one working day. If the nature of your enquiry is straightforward we aim to provide a resolution to your query within one working day from when we acknowledge receipt of your initial enquiry.
In some instances we may require further information to assist us in resolving your enquiry. For more complex enquiries we may need more time to investigate but we will let you know if this is the case.
Please refrain from submitting multiple requests for the same query, as this can impede our response times. If you wish to provide us with additional information to your initial query, then this acceptable.
Complaints
At Total Web Solutions, we are committed to providing excellent service and support to all our customers. However, we recognise that occasionally issues may arise that do not meet your expectations. To ensure that your concerns are addressed promptly and effectively, we have established the following complaints process.
How to Make a Complaint
If you wish to make a formal complaint, you may do so by raising a support ticket through our customer portal. To ensure your complaint is handled with the appropriate level of attention, please prefix the subject of your ticket with the words “Formal Complaint” and select the support department most applicable to your issue. This will help us direct your complaint to the right team for a swift resolution.
What to Include in Your Complaint
To help us understand and resolve your complaint effectively, please include the following details in your ticket:
* Your full name and contact information.
*A detailed description of the issue, including any relevant dates, times, and communications.
*Your desired outcome or resolution for the complaint.
*Any supporting documentation or evidence related to your complaint.Our Complaints Handling Process
*Acknowledgment: Upon receiving your complaint, we will acknowledge it within 24 hours
*Investigation: Our team will investigate your complaint thoroughly, reviewing all relevant information and documentation. We may contact you for additional details or clarification if necessary.
*Resolution: We aim to resolve all complaints within 5 business days of acknowledgment. However, if your complaint requires more time to investigate, we will keep you informed of the progress and provide an estimated resolution time.
*Outcome: Once we have reached a decision regarding your complaint, we will notify you of the outcome in writing, including any actions we have taken or intend to take to resolve the issue.
*Escalation: If you are not satisfied with the initial outcome of your complaint, you may request that it be escalated to a senior manager. We will review the case and respond within 5 business days of the escalation request.Continuous Improvement
We take all complaints seriously and use them as an opportunity to improve our services. Your feedback is invaluable in helping us enhance our processes and customer experience.