Customer Service Level Agreement
We aim to acknowledge all customer service enquiries relating to .uk domain names within 1 working day, and aim to resolve issues as quickly as possible.
If you wish to make an abuse complaint about your .uk domain, for example phishing scams or spam emails, you may contact firstname.lastname@example.org. Where possible we will escalate these to Nominet, and aim to respond in line with the timescales published above.
Complaints & Escalation Process
If our support team have been unable to resolve your issue, our process for making a formal complaint about our .uk domain services is as follows.
- Email to Andy Barratt, Managing Director: email@example.com
- Complaint will be acknowledged within 5 working days and then investigated
- The MD will provide a written response within 30 working days.
If you are still unhappy you may escalate this to the registry - you are able to make a formal complaint about a registrar to Nominet (the .uk registry) here: http://www.nominet.uk/resources/complaints (This link opens in a new window)
Terms and conditions
Terms and conditions of .uk domain name renewals can be found at http://www.nominet.org.uk/go/terms (This link opens in a new window)
You should review these terms before .uk domain registration or renewal.
We do not charge for cancellations, changes of registration or transfers. We will email a renewal invoice to the contact of the account at least 30 days before your domain name is due to expire to ensure you have time to decide if you would like to keep the domain name. Should you wish to keep the domain name, you simply need to pay the invoice. If you do not wish to renew please reply by email before the expiry date to notify us. If you do not pay the renewal invoice before the expiry date we will assume the domain name is no longer required and will not be renewed. It will be suspended 30 days after the expiry date and cancelled after a further 60 day grace period.