How to submit an Abuse complaint
In order to make the abuse complaint process as painless for everyone, it is important to submit enough information to enable us to take action immediately in response to any alleged abuse. This means that the following items of information should be provided in the initial abuse email:
- Full name and address of person submitting Abuse complaint
- Nature of the complaint - for example, 'Hacking Attempt' or 'DoS attack', or 'Fraudulent Signups', or 'Copyright Infringement'
- Full evidence of the alleged infringement - eg Apache logs, reconstructed packets, credit card transaction IDs, or a signed and dated statement from your ISP stating where, when and how an attack took place. (Please try and include as much detail as possible: this is to ensure that the complaint is both valid and trackable to an individual user)
- IP address which alleged abuse originated from, and exact time (with GMT offset clearly noted) of which the alleged abuse took place. (This is the most important part, as it is what we use to identify the user)
Actions which we will take in response to any alleged abuse complaints includes:
- Suspending the user's account for a fixed amount of time
- Terminating the user's account without refund
- Adding the user's payment, signup or login details to a blacklist, to prevent further signups
If the alleged infringement is criminal in nature, we may prepare information in preparation for reciept of a court order or subpoena demanding release of the user's information. Please note, we will not give out user information unless a) required to protect our rights, or b) if required to do so by law.
We will however do our utmost to assist the victims of abuse within our user's rights under the Data Protection Act, and have powerful blackisting and user control tools to counter abuse.
Once you have collected and prepared the above listed information, an email should be sent to abuse@vpntunnel.co.uk, or to our mail address listed on the Contact page. We will respond withing 48 hours to confirm reciept, and it is our goal to have all complaints dealt with within 7 days of reciept.
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