Complaints Procedure
We are committed to resolving any concerns you may have about our services. Learn how to file a complaint and our process for handling it.
Last updated: January 8, 2026
How to File a Complaint
If you have a complaint about our services, we encourage you to contact us directly so we can resolve the issue quickly. You can file a complaint through any of the following methods:
Phone
Post
Net-3.co.uk Ltd
41 Sandsend Road
Redcar, UK TS10 5DG
Online Form
What to Include in Your Complaint
To help us investigate and resolve your complaint effectively, please include:
- Your name and contact information
- Account number or domain name (if applicable)
- Clear description of the issue or concern
- Date(s) when the issue occurred
- Any relevant documentation or evidence
- What resolution you are seeking
Our Complaint Handling Process
Acknowledgment
We will acknowledge receipt of your complaint within 5 working days of receiving it. The acknowledgment will include:
- Confirmation that we have received your complaint
- A reference number for tracking purposes
- Expected timeline for investigation and response
Investigation
We will thoroughly investigate your complaint, which may involve:
- Reviewing your account and service history
- Examining relevant documentation and records
- Consulting with relevant team members
- Gathering additional information if needed
Response
We will provide a written response to your complaint, including:
- Findings from our investigation
- Explanation of our decision
- Any actions we will take to resolve the issue
- Information about escalation options if you are not satisfied
Response Times
We aim to resolve complaints as quickly as possible. Our target response times are:
| Complaint Type | Target Resolution Time |
|---|---|
| Simple complaints | Within 10 working days |
| Complex complaints | Within 20 working days |
| Very complex complaints | Regular updates provided, timeline communicated |
If we need more time to investigate, we will inform you and provide an updated timeline.
Internal Escalation
If you are not satisfied with the initial response to your complaint, you can request that it be escalated to a senior manager. Please:
- 1 Contact us using the same methods above
- 2 Reference your original complaint reference number
- 3 Explain why you are not satisfied with the initial response
- 4 Provide any additional information that may be relevant
We will review your complaint again and provide a further response within 10 working days.
Escalating to Nominet
If you are not satisfied with our final response, or if we have not resolved your complaint within a reasonable timeframe, you may escalate your complaint to Nominet, the registry for .uk domain names.
Nominet Complaint Process
Nominet can investigate complaints about registrars who are not meeting their obligations under the Registry-Registrar Agreement (RRA).
To escalate to Nominet:
- Visit: www.nominet.uk/complaints/
- Email: complaints@nominet.uk
- Phone: +44 1865 332211
Before escalating, ensure:
- You have first raised your complaint with us
- You have given us at least 20 working days to respond
- You have our complaint reference number
- You have copies of all correspondence
Types of Complaints Nominet Can Investigate
Nominet can investigate complaints related to:
- Failure to meet registrar obligations under the RRA
- Domain registration, renewal, or transfer issues
- Customer service standards
- Billing and payment issues
- Compliance with Nominet policies
Alternative Dispute Resolution
For certain types of disputes, alternative dispute resolution (ADR) may be available. This includes:
Domain Name Disputes
Nominet's Dispute Resolution Service (DRS) for .uk domain name disputes
Learn more about DRS →Consumer Disputes
You may be able to use the European Online Dispute Resolution platform or other consumer dispute resolution services
Our Commitment
We are committed to:
- Treating all complaints seriously and fairly
- Investigating complaints thoroughly and promptly
- Providing clear and transparent responses
- Learning from complaints to improve our services
- Complying with all regulatory requirements and best practices
Questions About Our Complaints Procedure?
If you have any questions about our complaints procedure, please contact us: