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Customer complaints procedure

Providing excellent customer service is a key priority for many businesses, especially in a service provision focused industry such as ours. However efficient your customer care programme is, occasionally thing do go wrong. With this in mind the Registrar Agreement and Good Practice Terms requires you to provide, and publish details of a complaints procedure that your customers can use if they are dissatisfied with your service. Research shows that dealing with customer dissatisfaction very often leads to improved loyalty and customer retention.

Nominet operate a detailed yet straightforward customer complaints process, which to date we have found to be effective and easy to manage. Details of a process you may wish to adapt and implement are given below

Generic customer Complaints procedure

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, please contact an advisor who will investigate and respond to your complaint.  If you are not happy with the response you receive and wish to make an escalated complaint, please follow our complaints procedure as detailed below.  We give our commitment that your concerns will be fully investigated.

How do I make a formal complaint?

If you have made a complaint to an advisor and are not happy with the response that you receive then you can escalate your complaint.  All complaints should be made to the manager.

Please send your complaint to:

Name of manager
Company name
Address line 1
Address line 2
Address line 3
Town
County
Postcode

Fax:

Email:

Or telephone us on

What happens next?

  1. When the manager has received your complaint, they will acknowledge it 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.

What happens if I am not satisfied with the response I receive?

If you are not satisfied with the response that you have received from the department manager 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.
All escalated complaints should be made in writing and include the following information:

  • Your name and contact details and other information if appropriate
  • The details of the initial complaint
  • 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 or in the subject line of your email.

Please send your complaint to:

Chief Executive
Company name
Address line 1
Address line 2
Address line 3
Town
County
Postcode

Fax:

Email:

What happens next?

  1. When the Chief Executive 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.