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Customer Service & Complaints

Customer Service

Resellers

Customer Support is available from 8am - 6pm (Monday to Friday)
Telephone: +44(0)333 222 5739
Email: support@nominetregistrar.co.uk

We strive to provide a high quality and responsive support service however if you are not satisfied with any element of our service, please contact a Customer Services Team Leader who will investigate and respond to your complaint. Please send an email to: support@nominetregistrar.co.uk

If you have escalated your enquiry to a Customer Services Team Leader and are not happy with the response, you should submit a complaint to the NRS Manager at: complaints@nominetregistrar.co.uk. For details of our Complaints Procedure please see below.

Registered Name Holders

General enquiries about your domain name should be addressed to the reseller you used to register it. You can identify your reseller using the WHOIS tool.

If you have a complaint about your Reseller you should contact them in the first instance to ask them to resolve the situation for you.

If you do not receive a satisfactory response from your reseller, you can submit a complaint to the NRS Manager at: complaints@nominetregistrar.co.uk. For details of our Complaints Procedure please see below.

Complaints Procedure (for Resellers and Registered name holders)

We will acknowledge your complaint within two working days of receipt.

We will then investigate the situation. We would aim to respond back to you within ten working days. If the situation requires a longer investigation, we will contact you within ten working days to inform you of this and let you know when you can expect our response. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

Registered name holders – We may pass on the information you have supplied to us, when seeking a response from your reseller.

Escalating your complaint

If you are not satisfied with the response that you have received from the NRS Manager, you can escalate your complaint to the General Manager. All escalated complaints should be made in writing to our address below and include the following information:

  • Your name and contact details and the registrar information if appropriate
  • The domain name(s) concerned (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

When the General Manager receives your complaint, it will be acknowledged within two working days. We will then fully investigate your complaint and aim to respond within ten working days. If the situation requires a longer investigation, we will contact you within ten working days to inform you of this and let you know when you can expect our response. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

Nominet Registrar Services Limited
Minerva House
Edmund Halley Road
Oxford Science Park
Oxford
OX4 4DQ