Complaint Procedure
When we receive your complaint, we will acknowledge it within five working days.
We will then fully investigate your complaint and aim to respond within 15 working days.
If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.
Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.
If you are not satisfied with the response that you have received from us,then you have a period of 20 working days, from the date of our response, to continue the complaint to the Proprietor.
If we do not receive a continued complaint within 20 working days, we will consider the case to have been resolved.
If you wish to make a complaint, please ensure that you include details and reasons for your dissatisfaction.
You should receive a final response within 10 working days.
All omplaints should be made in writing and include the following information:
Your name and contact details and account information if appropriate
The Netlocal service concerned. A clear description of your concern or complaint and
what steps you would like us to take to resolve the issue.
Please write "Complaint" clearly on the top of your letter or in the subject line of your email.
Please send your complaint to:
Netlocal, 36 Quarry Hill, Farndon, Chester CH3 6NR, businessservices@netlocal.co.uk
Nominet .uk
How do I complain about a Registrar not complying with the Registrar Agreement?
We would advise you firstly to contact the registrar direct and ask them to resolve the situation. If you do not receive a satisfactory response, you can submit a complaint to our Member and Registrar Services team. If you are happy for us to pass on the information that you have supplied to the registrar in question, we will investigate the situation and respond to you with our findings. We may ask you to sign a declaration that the information you supplied is accurate.
You can contact the MaRS team by email at support@nominet.org.uk, by fax to 01865 332281 or by telephone on 01865 332233.
If you have made a complaint to the team and are not happy with the response that you receive, please address your complaint to the Member and Registrar Services manager.
Please send your complaint to:
Member and Registrar Services Manager
Nominet
Minerva House
Edmund Halley Road
Oxford Science Park
Oxford
OX4 4DQ
Fax: 01865 332281 Email: complaints@nominet.org.uk