Complaints Handling Procedure

Our aim is to provide excellent service to all our customers. However, we recognise that sometimes things may go wrong. If you are dissatisfied with our service, please follow this procedure to help us resolve your complaint swiftly and effectively.

Step 1: Initial Contact

Contact our HelpDesk to report your issue.

This will provide you with a Unique Reference number for your complaint, and an agent or team will be assigned to handle it. We will attempt to resolve any complaint as quickly as possible, but in many cases we need to learn more before taking any action.

Step 2: Investigation

We will thoroughly investigate your complaint, which may involve:

• Reviewing your account history.
• Requesting more information or clarifications.
  
• Checking our network status.
• Consulting with relevant departments.

We aim to complete our investigation within 10 working days.

Step 3: Resolution

Once we've completed our investigation, we will contact you to:

• Explain our findings
• Offer a resolution
• Implement any agreed-upon solutions

If you're satisfied with the outcome, we'll close your complaint.

Step 4: Escalation

If you're not satisfied with the proposed resolution, you can request to escalate your complaint to a senior manager. They will:

• Review your case within 5 working days.
• Contact you to discuss further.
• Propose an alternative solution if appropriate.

Step 5: Deadlock

If we cannot reach a mutually satisfactory resolution after 8 weeks from the initial complaint, or if we believe we've reached an impasse, we will:

• Inform you of the situation, explaining our final position.
• Provide information about any applicable Alternative Dispute Resolution (ADR) schemes for the subject of your complaint (currently only Domain Names).

We are committed to learning from complaints to improve our service. All complaints will be recorded and analysed to identify any recurring issues or trends, which will inform our ongoing service improvements.