Policy for submission of complaints/notices to SiteGround

This Policy sets out the procedure for submission of complaints/notices to SiteGround Hosting Ltd. (“SiteGround”, “we”, “us”, “our”). 

IMPORTANT: 

  • All complaints/notices channels are confidential channels through which you can submit your complaint or report your concerns about actual or potential risks and violations of applicable legislation or misconduct. 

  • Anyone may submit a complaint/notice.

  • If we receive a complaint/notice, we may request additional information and/or evidence from the complainant/notifier in order to address it.

  • If you are contacting us on behalf of a public authority, judicial or investigative body, please refer to our notice available here, where you will find our contact points for the purposes of receiving removal orders in regard to terrorist or other illegal content, and for addressing any other orders, including but not limited to such for provision or preservation of information. This notice does not apply to any tax-related communication or correspondence with the following regulators: United Kingdom’s Office of Communications (Ofcom) and Information Commissioner's Office (ICO).


I. Notices of illegal activity or illegal content (including any communication under the Digital Services Act) 

If you think a website hosted by us is associated with illegal activity or contains illegal content, you may send us your notice in writing via: 

(1) email at our designated point of contact under the Digital Services Act: compliance@siteground.co.uk, or 

(2) registered mail to the following address: SiteGround Hosting Ltd., 7th Floor, 50 Broadway, London SW1H 0DB, United Kingdom. 

Any such notice must include the following: your full legal name, company name (if applicable), contact email address, country of residence/incorporation, clear indication of the exact electronic location of the information /URLs, additional information enabling the identification of the content/, a sufficiently substantiated explanation of the reasons why you deem the activity or information in question to be illegal. The notice must contain a statement confirming your bona fide belief that the information and allegations stated in your notice are accurate and complete. Anonymous notices will not be reviewed where the identity of the submitting person is of importance for determining the legitimacy of the notice. For your convenience you may use our template notice available here


II. Complaints regarding our website/ Services / legal compliance / other matters

If for any reason you wish to file a complaint regarding the Services, the use of our website, our compliance with the applicable laws, and/or other matters, you may send your complaint to us via: 

(1) email at compliance@siteground.co.uk, or 

(2) support ticket or chat through your Client Area (for Customers only) [Important: We highly recommend using this channel for any technical or other types of issues related to your use of the Services], or 

(3) registered mail to the following address: SiteGround Hosting Ltd., 7th Floor, 50 Broadway, London SW1H 0DB, United Kingdom. 


Complaints submitted via email or registered mail must include at least the following: your full legal name, company name (if applicable), contact email address, country of residence/incorporation, details (and supporting evidence) regarding the matter you are complaining about. Anonymous notices will not be reviewed. You may use the template available here for your convenience.


III. Notices / Complaints regarding data protection matters

If for any reason you wish to file a data protection related notice, request or complaint regarding our processing of personal data or any other data protection related matter, you may send your complaint, request or notice to us via: 

(1) email at dpo@siteground.co.uk, or 

(2) registered mail to the following address: SiteGround Hosting Ltd., 7th Floor, 50 Broadway, London SW1H 0DB, United Kingdom. 


Any such notice or complaint must include at least the following: your full legal name, company name (if applicable), contact email address, country of residence/incorporation, details (and supporting evidence) regarding the matter you are complaining or notifying us about. We may request certain additional information or documents in order to verify your identity and address your notice or complaint. Additionally, please note that you may exercise any of your data subject rights by submitting a request to the following email address: dpo@siteground.co.uk, as described in our Privacy Policy.

HOW DO WE PROCESS NOTICES AND COMPLAINTS? 

Notices and complaints sent under Sections I and II above will be processed by us free of charge in compliance with the applicable legislation, including but not limited to the Regulation (EU) 2021/784 on addressing the dissemination of terrorist content online, and Regulation (EU) 2022/2065 on a Single Market For Digital Services (the Digital Services Act, “DSA”).

In accordance with the applicable law, SiteGround in its capacity as a hosting service provider, will be required to remove or disable access to information published by its customers ONLY when it becomes aware of the illegality of this information. SiteGround shall be considered to have such awareness where a submitted notice allows identification of the illegality of a particular piece of information without the need of a detailed legal examination.

Where the notice contains electronic contact information of the individual or entity that submitted it, we will send an email confirmation of receipt of the notice to that individual or entity. 

Upon examination of a notice or complaint, we will conduct a human/technology review of the reported content and will analyze it in view of our Terms of Service and applicable law, taking into account the rights and legitimate interests of all parties involved, including the fundamental rights of the recipients of the service, such as the freedom of expression, freedom and pluralism of the media, and other fundamental rights and freedoms as enshrined in the Charter of Fundamental Rights of the European Union. 

We reserve the right to forward an anonymised copy of your complaint/notice to our affected customer (if any), unless you explicitly prohibit such action upon submission of your complaint/notice.

We will process any notices or complaints we receive and will take our decision about whether and how to act on it in a timely, diligent, non-arbitrary and objective manner, and will notify the individual or entity which submitted a notice or complaint of our decision, providing information on the possibilities for redress in respect of that decision. 

SiteGround is committed to the mission of combating terrorist and other types of illegal content online. As per our Acceptable Use Policy, using our Services for purposes related to terrorism or other illegal activity is strictly prohibited. Accordingly, where we have identified that such content is hosted by us, either by conducting our own monitoring or by receiving third-party complaints, we will take corrective actions, including without limitation removal and/or preservation of part or all of such content and/or website(s), suspending access to the Client Area, suspension or termination of any and all Services with no refund.

We will also take care not to block access to material disseminated to the public for educational, journalistic, artistic or research purposes or for the purposes of preventing or countering terrorism, including material which represents an expression of polemic or controversial views in the course of public debate.

If you, as our customer, think that we have unjustly removed or blocked access to your content, you are free to submit a complaint.

IMPORTANT: We will comply with removal orders and orders for provision of information issued by competent authorities under the applicable law within the timeframes, set out in such legal acts. We will inform you in case we have complied with such an order related to your content unless we have been instructed not to do so by the issuing competent authority or we are prohibited to do so by law.