Complaints Procedure
We are sorry if you find you have reason to complain about any of our products or services. However, in order for our Customer Services department to address your concerns as quickly and efficiently as possible, we would ask you to follow the steps outlined below.
BUSINESS CUSTOMERS
Before making a complaint, we would advise you to read the terms & conditions information sent to you as a link within the email containing your VAT receipt from Enable Media Ltd/Scoot. If you are unable to locate this email, you can review the terms & conditions on our website by using the navigation menu on the right hand side of this page.
How to register a complaint about our products or services
If you are unhappy with a product or service from Scoot and wish to register a complaint, please inform us as soon as possible by telephone, email or letter using the details at the foot of this page.
Please ensure that you include your customer ID number in any contact with us as this will allow us to to address your complaint as quickly as possible. All complaints will be acknowledged on the day of receipt.
Resolution of complaints
If you are unhappy with any of our products or services, please let us know. Your feedback will help us continually review and improve the overall service we provide. We will investigate your complaint and do our best to resolve it as quickly as possible.
If you are unhappy with the way your complaint has been addressed, please contact the Head of Customer Services, Vanessa Golding, using the contact details below. She will review your complaint and work with you to resolve the problem.
How to register a complaint about your Domain Name service
If you have a complaint about your Domain Name service, please follow the steps outlined above, but ensure that you also include your domain name and registration number as well as your Scoot customer ID number. All complaints will be acknowledged on the day of receipt.
USERS OF THE SCOOT ONLINE BUSINESS DIRECTORY
If you are using the Scoot online business directory to find suppliers of products or services and you wish to make a complaint, please contact us by telephone, email or letter using the contact details below. Alternatively, you can contact us via the Feedback form on this website. Your complaint will be acknowledged on the day of receipt. We will then investigate your complaint and make every effort to resolve the problem as quickly as we can.
If you are unhappy with the way your complaint has been addressed, please contact the Head of Customer Services, Vanessa Golding, using the contact details below. She will review your complaint and work with you to resolve the problem.
How we communicate with you
We may contact you using online methods such as email, or offline methods such as post or telephone.
Please contact us by telephone on +44 (0)1642 881088 or by writing to Customer Services at
Scoot House
19 Falcon Court
Preston Farm Industrial Estate
Stockton-on-Tees
TS18 3TU
or by email at Customer Services.