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Complaints
The ENUM Registrar Agreement sets out certain responsibilities for ENUM registrars. If you believe a registrar is in breach of this agreement then we may be able to help you. This page outlines how you can complain to us about the actions of an ENUM registrar. If your complaint is about the service provided directly by Nominet, you should refer to the Nominet complaints procedure.
How do I complain about an ENUM Registrar not complying with the ENUM 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 Registrar Services team. We will ask for your permission to pass on the information that you have supplied to the registrar in question. We will then investigate the situation and respond to you with our findings. We may ask you to sign a declaration that the information you have supplied is accurate. All complaints should be made to the Registrar Services Department.
Please mark you complaint clearly with: ENUM Registrar Complaint
Please send your complaint to:
Email: enumregistrarcomplaint@nominet.org.uk
ENUM Registrar Services Department
Nominet
Minerva House
Edmund Halley Road
Oxford Science Park
Oxford
OX4 4DQ
Fax: 01865 332299
Or telephone us on 01865 332233
What happens next?
If you are not satisfied with the response that you have received from the Registrar Services Team then you have a period of 20 working days, from the date of our response, to make an escalated complaint to the Director of Operations.
Please send your complaint to:
Email: enumregistrarcomplaint@nominet.org.uk
Director of Operations
Nominet
Minerva House
Edmund Halley Road
Oxford Science Park
Oxford
OX4 4DQ
Fax: 01865 332299
Or telephone us on 01865 332211
If we do not receive an escalated complaint within 20 working days, we will consider the case to have been resolved.
If you wish to make an escalated complaint, please ensure that you include details of your previous complaint, and reasons for your dissatisfaction. You should receive a final response within 10 working days.
All escalated complaints should be made in writing (email or hard copy) and include the following information:
If your complaint does not concern a breach of the ENUM 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:
Trading Standards Office: http://www.tradingstandards.gov.uk/
Consumer Direct (England, Wales and Scotland):http://www.consumerdirect.gov.uk/
Consumerline (N. Ireland): http://www.consumerline.org/
Office of Fair Trading: http://www.oft.gov.uk
Advertising Standards Authority: http://www.asa.org.uk
Information Commissioner: http://www.informationcommissioner.gov.uk
Internet Service Providers' Association (ISPA): http://www.ispa.org.uk
How do I complain about an ENUM Registrar not complying with the ENUM 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 Registrar Services team. We will ask for your permission to pass on the information that you have supplied to the registrar in question. We will then investigate the situation and respond to you with our findings. We may ask you to sign a declaration that the information you have supplied is accurate. All complaints should be made to the Registrar Services Department.
Please mark you complaint clearly with: ENUM Registrar Complaint
Please send your complaint to:
Email: enumregistrarcomplaint@nominet.org.uk
ENUM Registrar Services Department
Nominet
Minerva House
Edmund Halley Road
Oxford Science Park
Oxford
OX4 4DQ
Fax: 01865 332299
Or telephone us on 01865 332233
What happens next?
- Once the Registrar Services Team has received your complaint, they will acknowledge it 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.
If you are not satisfied with the response that you have received from the Registrar Services Team then you have a period of 20 working days, from the date of our response, to make an escalated complaint to the Director of Operations.
Please send your complaint to:
Email: enumregistrarcomplaint@nominet.org.uk
Director of Operations
Nominet
Minerva House
Edmund Halley Road
Oxford Science Park
Oxford
OX4 4DQ
Fax: 01865 332299
Or telephone us on 01865 332211
If we do not receive an escalated complaint within 20 working days, we will consider the case to have been resolved.
If you wish to make an escalated complaint, please ensure that you include details of your previous complaint, and reasons for your dissatisfaction. You should receive a final response within 10 working days.
All escalated complaints should be made in writing (email or hard copy) and include the following information:
- Your name and contact details and tag/account information 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.
- Once the Director of Operations has received your complaint, they will acknowledge it 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.
If your complaint does not concern a breach of the ENUM 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:
Trading Standards Office: http://www.tradingstandards.gov.uk/
Consumer Direct (England, Wales and Scotland):http://www.consumerdirect.gov.uk/
Consumerline (N. Ireland): http://www.consumerline.org/
Office of Fair Trading: http://www.oft.gov.uk
Advertising Standards Authority: http://www.asa.org.uk
Information Commissioner: http://www.informationcommissioner.gov.uk
Internet Service Providers' Association (ISPA): http://www.ispa.org.uk
Related Contacts
For questions about ENUM Telephone: 01865 332277Email: enum-support@nominet.org.uk