We are committed to delivering a consistently high standard of service to all of our customers. We recognise, however, that things can occasionally go wrong, and when they do, we want to hear about it so that we can put matters right.
How to Complain
You can submit a complaint to us either by telephone or by email, using the contact details published on our website. To help us investigate efficiently, please include as much relevant information as possible: the domain name(s) affected, a clear description of the issue, and any relevant dates, reference numbers, or supporting correspondence.
We will acknowledge receipt of your complaint within one working day. Following our review, we will provide a substantive response within five working days wherever possible. Where a case is more complex and requires additional time, we will contact you with an estimated timeframe for resolution.
Escalating a Complaint
If you remain unsatisfied following our initial response, you may request that your complaint be escalated. This request must be made within 10 working days of receiving our response. Escalated complaints are reviewed by a senior staff member who was not involved in the original handling of the case, ensuring an independent assessment.
We target a 10 working day turnaround for escalated reviews, and we will confirm the outcome to you in writing.
Referring the Matter to Nominet
Where our internal complaints process has been fully exhausted and you remain dissatisfied, you retain the right to refer the matter to Nominet, the UK’s domain name registry. Nominet maintains its own separate processes for handling complaints relating to registrar conduct; details of how to make such a referral can be found on Nominet’s website.
