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, complaints and suggestions can be submitted to the manager of the department concerned who will investigate and respond to your complaint.  Should you want to make a formal complaint, our complaints procedure is detailed below.  We give our commitment that your concerns will be fully investigated.

How do I make a formal complaint?

All formal complaints should be made in writing (ie. by fax, letter or email) to the Director of Operations and should include the following information:

• Your name and contact details
• The domain name(s) concerned (if appropriate)
• A clear description of your concern or complaint
• What steps you would like Nominet UK to take to resolve the issue
• Please write "Complaint" clearly on the top of your letter or in the subject line of your email.

Please send your complaint to:

Fax: 01865 332299              Email: od@nominet.org.uk

What happens next?

1. When the Director of Operations has received your complaint, it will be acknowledged 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.

If the complaint is not resolved to your satisfaction, then you have a period of 20 working days, from the date of our response, to make an escalated complaint to the Chief Executive.   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.

How do I complain about a member?

Nominet UK is a not-for-profit company with members instead of shareholders.  We are not a regulatory or governing body and cannot comment on the business practices of our members.  If you wish to complain about one of our members 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.consumercomplaints.org.uk

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