Complaints

We know that you expect prompt and professional service from us. We recognise that sometimes things go wrong and we want you to tell us about what went wrong, so that we can put it right.

We aim to resolve your complaint at each stage of our complaints process. Where that’s not possible it can be escalated to the next level.

Step 1

In the first instance, please contact a member of our support team. They’ll work with you to ensure that your complaint is addressed.

To report abuse or make a complaint, please click this link.

If you’re not sure if that’s the right team for you, our contact us page lists all our contact details but if you're unsure which department you need please call us on  +44(0)208 1919438.

Step 2

If you're not happy with our progress, you have the option to escalate your complaint further.  You can ask the support team to pass your complaint to our management team.

However, if you’d prefer to put pen to paper you can write to us at:

Buckhill Ltd, Lloyd's of London, Room 897, One Lime Street, EC3M 7HA, London, England

Please ensure that your issue has been raised with our frontline team first before escalating.

Step 3

If we're unable to resolve your complaint to your satisfaction within eight weeks of you making us aware, or when deadlock has been reached and your complaint is about a domain name registration with us, you can escalate your complaint to Nominet, if your complaint involves a domain name registered via ourselves, or refer to the dispute resolution process.