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Complaints procedure

1. Contact the registrar direct and ask them to resolve the situation

In the first instance you should directly ask your registrar to resolve the situation.

2. Contact our Customer Services Team

If you do not receive a satisfactory response from your registrar, you can submit a complaint to our Customer Services Team or call us on the number below. 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.

3. Contact our Customer Services Manager

If you have made a complaint to the Customer Services team and are not happy with the response, please address your complaint to the Customer Services Manager, or call us on the number below.  The Customer Services Manager will acknowledge your complaint within two working days of receipt. We will then contact the registrar in question, pass on the information you have supplied and request a response. We would aim to respond back to you within 10 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.

4. Contact the Director of Service Delivery

If you are not satisfied with the response that you have received from the Customer Services Manager, you can escalate your complaint to the Director of Service Delivery or write to us at the address below. All escalated complaints should be made in writing and include the following information:

  • Your name and contact details and the registrar information if appropriate
  • The domain name(s) concerned (if appropriate)
  • A clear description of your concern or complaint
  • 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 

When the Director of Service Delivery receives your complaint, it will be acknowledged within two working days.  We will then fully investigate your complaint and aim to respond within 10 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.

What if my complaint is not about a breach of the Registrar Agreement?

If your complaint does not concern a breach of the registrar agreement, you should submit your complaint directly to the company concerned. If you are not satisfied with the response that you receive, one of these authorities may be able to assist further:

Nominet Customer Services contacts

Customer Services Team

t: +44(0)1865 332233

Customer Services Manager

t: +44(0)1865 332288
a: Nominet
Minerva House
Edmund Halley Road
Oxford Science Park
Oxford
OX4 4DQ

Director of Service Delivery

t: +44(0)1865 332290
a: Director of Service Delivery
Nominet
Minerva House
Edmund Halley Road
Oxford Science Park
Oxford
OX4 4DQ
© Nominet UK 2012-2014