We want to resolve problems fairly, clearly and without making it difficult for you to exercise your rights.
1. Before making a formal complaint
For an ordinary technical or account issue, first contact support@eytak.com or open a support ticket in the portal. Many issues can be resolved more quickly through normal support.
You do not have to complete informal support before making a formal complaint where the matter is serious, urgent or already unresolved.
2. How to make a formal complaint
Send a complaint using one of these methods:
- email
support@eytak.comwith Formal Complaint in the subject; - open a portal ticket and label it as a formal complaint; or
- write to EYTAK LIMITED, 82a James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE.
Please include:
- your name and Eytak account email;
- the relevant server, order, invoice or ticket reference;
- what happened and when;
- the outcome you are seeking; and
- copies of relevant messages or evidence.
Do not send passwords, one-time codes, full payment-card details or unnecessary sensitive personal data.
3. What happens next
3.1 We aim to acknowledge a formal complaint within two business days. A business day is Monday to Friday excluding public holidays in England.
3.2 We aim to provide a substantive response within 14 calendar days after receipt.
3.3 If the matter is complex, depends on a third party or requires security investigation, we may need longer. We will explain the reason, identify what is outstanding and provide a revised target date.
3.4 We may ask for information reasonably necessary to verify the account, investigate the facts or understand the requested outcome.
4. Different types of complaint
4.1 Service and technical complaints
Eytak handles complaints about provisioning, server operation, metering, backups, support, suspension and the Eytak platform.
4.2 Payment and transaction complaints
Polar is the merchant of record and reseller for checkout transactions. Refund processing, payment authorisation, tax invoices, chargebacks and payment-processor issues may need to be handled by Polar under its Buyer Terms. You may contact either Eytak or Polar first; we will explain who is responsible and cooperate where both are involved.
4.3 Privacy complaints
Send privacy and data-rights complaints to privacy@eytak.com. You may also complain to the UK Information Commissioner's Office at ico.org.uk if you believe data-protection law has been infringed. We encourage you to contact us first so we have an opportunity to resolve the issue, but you are not required to do so.
4.4 Abuse and safety reports
Reports concerning unlawful content, intellectual-property infringement, attacks or threats should be sent to abuse@eytak.com. The Acceptable Use Policy explains what to include.
5. Investigation and outcomes
5.1 A person with appropriate authority will review the complaint, relevant records and the applicable contract terms. Where practical, they will not be the sole person whose conduct is the subject of the complaint.
5.2 Possible outcomes include:
- an explanation or correction;
- technical remediation or restoration where available;
- correction of a meter or account record;
- a refund or credit processed by Polar where appropriate;
- reversal or variation of a restriction;
- confirmation that the original action was justified;
- a process or product improvement; or
- another fair and proportionate remedy.
5.3 A response will explain the material reasons for the outcome and any next internal escalation step, subject to security, privacy and legal restrictions.
6. Internal escalation
6.1 If you disagree with the initial outcome, reply within a reasonable time and ask for Complaint Escalation. Explain what you believe was missed or provide any new evidence.
6.2 A manager or another suitably authorised reviewer will reconsider the complaint. We aim to complete escalation within 14 calendar days, or explain if more time is needed.
6.3 We will then issue a final response or explain the remaining step required to reach one.
7. Alternative dispute resolution and courts
7.1 The certified ADR body competent for a general consumer-service dispute of this kind is Consumer Arbitration, a trading name of Consumer Dispute Resolution Limited: consumerarbitration.co.uk.
7.2 Eytak is not a participating member of Consumer Arbitration, is not legally obliged to use that scheme and does not currently agree to participate. If our internal process is exhausted, the final response will repeat this information and identify any different certified entity that is legally competent for the particular dispute. This statement will be updated if Eytak joins or agrees to use a scheme.
7.3 This policy does not require you to use ADR and does not prevent either party from using a competent court.
7.4 Nothing in this policy restricts your statutory consumer rights or any mandatory right to complain to a regulator, payment provider or court.
8. Fair treatment
8.1 Making a complaint, seeking a charge correction or asserting a consumer right will not by itself result in retaliation or termination.
8.2 We may restrict abusive communications that contain credible threats, discriminatory harassment or deliberate obstruction, but we will distinguish such conduct from criticism, persistence or a strongly expressed complaint.
8.3 We will make reasonable adjustments to the complaint process where required by equality law. Tell us what adjustment you need.
9. Records and privacy
We keep complaint records for quality, legal, fraud-prevention and dispute-resolution purposes in accordance with our Privacy Notice and retention schedule. Access is limited to people who need it.
10. Contact summary
- Support and complaints:
support@eytak.com - Legal notices:
legal@eytak.com - Privacy:
privacy@eytak.com - Abuse:
abuse@eytak.com - Registered office: EYTAK LIMITED, 82a James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE