We aim to get things right, but no business gets it right every time. If something has gone wrong, tell us – we’d genuinely rather hear about it and fix it than have you leave frustrated. Every complaint is taken seriously and dealt with fairly.
Step 1 – Tell Us What Happened
You can complain by email or phone using the details on our Contact page. To help us investigate, include the domain name (if there is one), a brief description of the problem, and any dates or reference numbers that might help.
We’ll confirm we’ve received your complaint within one working day, and we aim to give you a full answer within five working days. If it’s going to take longer, we’ll say so and give you an idea of the timescale.
Step 2 – Ask for an Escalation
Not happy with our first answer? You can ask us to escalate within 10 working days of receiving our response. Your case will then be reviewed by a senior person who had nothing to do with the original decision, so you get a genuinely fresh pair of eyes.
Escalated reviews are normally completed within 10 working days, and we’ll put the outcome to you in writing.
Step 3 – Go to Nominet
If you’ve been through both steps and still feel the matter hasn’t been resolved, you can raise it with Nominet, the official .uk registry. Nominet has its own process for complaints about registrar conduct, and full details are available on its website.
Juicy Domains 