How Can I File a Complaint?
Providing quality services to our customers is a top priority at SiteGround. If you are unsatisfied with us at any point, we encourage you to report your complaint and help us make our services even better.
Reporting By Live Chat
Visit our live chat page, initiate a new session and describe your complaint to our operator. Our operator will resolve the issue immediately when possible or forward your complaint to the appropriate department.
If you are unsatisfied with the operator during the chat, you may ask to be escalated to a supervisor.
If you are unsatisfied with the outcome at the end of the chat, you may give it a negative rating. Chats that are given a negative rating will immediately provide you the options to: 1) reconnect and chat with the supervisor on shift, or 2) leave feedback that will later be reviewed by a supervisor.
Reporting By Ticket
Log into your SiteGround User Area and visit the Support tab. Choose the category that best fits the nature of your complaint and describe it in a ticket. Our support team will work on resolving your issue and will provide an update in the ticket when done.
If you are unsatisfied with the provided resolution, you may ask to have your ticket escalated to a supervisor. You may also give a negative rating to the ticket. That will display the option to send the ticket for review by a supervisor.
Escalating Your Complaint Further
If after reporting your complaint and escalating to a supervisor you are still unsatisfied with the provided resolution, you are welcome to further escalate your complaint. Prepare your complaint and email it to: firstname.lastname@example.org.
Preparing Your Complaint
Providing detailed information about your complaint will make its resolution much quicker. Please include the following:
- Date the issue occurred
- Detailed description of the issue
- Supportive documents relative to the issue
- All prior communication regarding the same complaint
- Your proposed resolution
The investigation of a complaint is free of charge. We shall not investigate anonymous complaints. All complaints are taken seriously and will be reviewed, investigated and responded to fairly and thoroughly. We aim to respond to the complainant within 5 business days. In the event that the complaint needs more detailed consideration due to the complexity of the raised issue(s) or volume of materials attached to the complaint, we reserve the right to extend the term of our response to one month.