EFFECTIVE DATE: 13th April 2026
We are committed to ensuring our customers receive a high standard of service from BatchHeader Ltd t/a EncodeDotHost. We also appreciate that, with a large customer base, sometimes issues arise that need to be addressed.
Your comments are important to us. We rely on feedback from our customers to identify the root causes of complaints. This allows us to put things right for you and ensure continuous improvements are made. We aim to do this quickly and efficiently.
Stage 1: Contacting Us
If you have a complaint about any aspect of our service, we would like to hear from you. Many outstanding issues can be resolved informally by discussing the issue with a member of our support staff.
The support agent who deals with your initial query will aim to resolve any outstanding issues and reach an amicable resolution as quickly as possible.
Stage 2: Escalating Your Issue
If the agent helping you is not able to assist to your satisfaction, please ask to speak to a manager.
If a manager is available, they will be happy to talk to you to discuss your case. Managers are available on main working days during business core hours. Because managers regularly attend meetings, they may not always be immediately available. If a manager is not available, please provide your contact details to a member of staff, and our management team will be in touch.
Our aim is to respond to all escalated complaints within 1 working hour during core business hours.
Stage 3: Raising an Appeal
If, after discussing any concerns, you are dissatisfied with the response provided or the way your issue has been dealt with, you can lodge a formal appeal.
Please lodge your appeal by writing to the address below, detailing your account information and the nature of the outstanding complaint:
- BatchHeader Ltd t/a EncodeDotHost, The Mansley Business Centre, Timothy Bridge Road, Stratford-upon-Avon, Warwickshire, CV37 9NQ.
Appeal Response Timeframes
- Acknowledgement: Your formal complaint will be acknowledged in writing or via telephone within five (5) working days of receiving the complaint.
- Investigation & Response: An investigation will be carried out into the issues raised, and a full response will be provided within ten (10) working days.
Where the issue is particularly complex, it may take longer to investigate and respond. If this is likely, we will proactively provide information on the actions being taken and advise you of the revised date when you can expect a full response.
