We’re committed to treating everyone who registers with Nominet with respect and courtesy – and will do all we can to make sure you’re satisfied with the guidance and support we offer
Sometimes, you may feel that we, a registrar, or one of our services has let you down. If this is the case, please let us know so we can try to fix things. Rest assured, we’ll make sure your complaint is fully investigated.
We have slightly different complaints processes depending on who your complaint is with.
When you have a complaint about Nominet, your first port of call should be our Customer Service Team. You can contact them on 01865 332244 or [email protected]. If you don’t feel they’ve resolved the issue, take your complaint to the Head of Service Delivery by emailing [email protected].
If you’d rather post us your complaint, the address is:Head of Service Delivery
We’ll acknowledge your complaint within two working days of receiving it. We’ll then look into the issue and aim to respond within 10 working days. If it requires a longer investigation, we’ll get in touch within those 10 working days to let you know when you can expect us to respond.
If we don’t hear from you again within 20 days of our response, then we’ll consider the matter resolved. We keep all complaints on file to help us monitor the numbers and types of complaints we receive and, where needed, make changes to our systems and services in response to your feedback.
You might feel that the response you received from our Head of Service Delivery didn’t resolve your complaint. In which case, you should escalate it to our Director of Marketing & Service Delivery.
When making an escalated complaint, please make sure you include full details of your complaint, including the reasons why you aren’t happy with how we’ve dealt with it so far. All complaints to our Director of Marketing & Service Delivery should be made in writing and emailed to [email protected]. They should include the following information:
Please also remember to write ‘Complaint’ clearly in the subject line of your email. We’ll acknowledge your complaint within two working days, and come back to you with our final response within 10 working days. If we think it will take longer than this to look into it properly, we’ll get in touch within these 10 working days to let you know when you’ll get our final response.
We’re dedicated to providing our customers with the best service possible. And we’re also committed to providing our staff with a safe and appropriate working environment. They have the right to be treated with respect and courtesy. We will not accept instances of verbal, written or physical harassment or abuse of our staff.
If our staff are subjected to unacceptable actions or communications, we reserve the right to restrict or refuse access to our services (e.g. we may ask you to only correspond with us in writing or via a specific contact).
Have a suggestion or comment, rather than a complaint?
We always welcome feedback on any aspect of our policy, procedures or services – it helps us to see where we could do things differently. Please send any comments or suggestions to [email protected] – these will be passed on to the department or project team as soon as possible.
Registrars across the .uk market use a whole range of different operating models. So in many cases, if you aren’t happy with how your registrar works, the simplest thing to do is find one who is better suited to you. However, all registrars are required to comply with our Registrar Agreement, and if you believe your registrar has broken these terms, it’s important to let us know.
The Registrar Agreement was written specifically to counter common subjects of complaint we received from registrants and registrars alike. These include:
If you’ve experienced any of the problems above, or have been made aware that a Nominet registrar isn’t complying with the Registrar Agreement, we will investigate the complaint and take steps to remedy the situation. Here’s what you need to do:
If your complaint is not about a breach of our Registrar Agreement, you should take it directly to the company you’re complaining about. If you don’t feel they resolve your complaint, one of the following authorities might be able to help you further:
If you’re concerned about the content or use of a website, you should:
Contact the registrar. The WHOIS should list the contact details for the registrar of a particular domain name, or direct you to their website. If WHOIS doesn’t list their contact details, take a look at our list of registrars. The registrar will often be the website host too, or if not, may have alternative means of contacting the registrant.
If you’re not satisfied with the response you get from the website owner or host, one of the following authorities may be able to help you more (although they may not be able to if the owner or host is based outside the UK):
At this current time we do not have the authority to delete or suspend a .UK domain name except where specified in our registration terms and conditions. This agreement does expressly prohibit any .UK domains being used for any unlawful purpose. If you believe that you have discovered a .UK domain that is being used for an unlawful purpose, we recommend that you follow one of these steps:
If you have any other questions or need further advice please email [email protected].