Service Standards

• We aim to maintain the integrity of the register of .uk domain names and ensure that it is up to date and accurate.
  
• We make sure that all our advisors receive full training to ensure they are friendly, helpful, efficient and knowledgeable.
  
• We ensure that every member of staff is responsible and accountable for the quality of their work.
  
• You can expect to receive clear, complete and accurate information, either by phone, online or by e-mail.
  
• We use plain English wherever possible and explain any technical terms.
  
• We have a clear complaints procedure and will document, analyse, investigate and respond to all complaints.
  
• We aim to continually improve our services and performance.
  
• We are a not-for-profit organisation and accordingly our fees reflect the cost of the work we do.  We review our fees regularly to ensure that they are set at a cost-recovery level.

Dealing with enquiries

• We will ensure that all customers are dealt with as quickly and efficiently as possible.  To achieve a level of fairness in our dealings with customers, we aim to deal with all requests in date order.
  
• We aim to deal with all telephone enquiries immediately during office hours.  Where necessary we will take your details and call you back.
  
• We aim to deal with all written requests as efficiently and accurately as possible.  Response times are displayed on our website and updated regularly.

Your information

• All credit/debit cards given over the Internet are security protected.
  
• We treat all personal information in compliance with the Data Protection Act and the Privacy Policy in our terms and conditions.

Feedback

We welcome feedback.  If you would like to comment on any aspect of our service please contact us.  If contacting us in writing please mark your letter or e-mail "feedback".