We aim to provide all our customers with a high level of service.  However, if for any reason you are not satisfied with the service that you have received from us, please contact the manager of the department concerned who will investigate and respond to your complaint.  If you are not happy with the response you receive and wish to make an escalated complaint, please follow our complaints procedure as detailed below.  We give our commitment that your concerns will be fully investigated. If your complaint is about your ENUM registrar rather than directly about us, then you should refer to the ENUM registrar complaints process.

If you are an ENUM Registrar how do you make a formal complaint?
If you have made a complaint to a department manager and are not happy with the response that you receive then you can escalate your complaint.  All complaints should be made to the Director of Operations.

Please send your complaint to:

Email: enumcomplaint@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

What happens next?

1. Once the Director of Operations has received your complaint, they will acknowledge it within two working days.
2. We will then fully investigate your complaint and aim to respond within 10 working days.
3. 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.
4. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

What happens if I am not satisfied with the response I receive?
If you are not satisfied with the response that you have received from the Director of Operations then you have a period of 20 working days, from the date of our response, to make an escalated complaint to the board of UKEC. 

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.

What happens next?

1. When the board of UKEC has received your complaint, it will be acknowledged within two working days.
2. UKEC will then fully investigate your complaint and aim to respond within 10 working days.
3. 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.
4. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

How do I complain about an ENUM registrar?
If your complaint is regarding an ENUM registrar please refer to the section on ENUM registrar complaints.

What if I have suggestions and comments rather than a complaint?
We always welcome feedback on any aspect of our policy, procedures or services.  If you would like to send us suggestions or comments please send these to enumfeedback@nominet.org.uk.