Complaints Procedure

Overview

This procedure applies to formal complaints about oXnames domain registration, DNS, web hosting, email hosting, servers, billing, account administration and customer service. It explains how we investigate a complaint, communicate our findings and provide an escalation route.

An urgent technical fault should also be reported through support so the service team can begin work without waiting for the formal complaint review.

How to complain

You can make a complaint in any of the following ways:

• open a support ticket through your oXnames account or Knox Support;
• email complaints@oxnames.com; or
• write to oXnames Ltd, Unit 32, Armytage Industrial Estate, Whittington Moor, Chesterfield, S41 9ET, United Kingdom.

Mark the message as a formal complaint and retain any ticket or reference number we provide.

What to include

Please provide enough information for us to identify the account and investigate the issue:

• your name, business name and account email address;
• the affected domain, service, invoice or support ticket reference;
• a clear description of what happened and the outcome you would like;
• relevant dates, screenshots, emails, logs or error messages; and
• whether the issue concerns registration, renewal, transfer, DNS, hosting, billing, abuse or customer service.

Response times

We aim to acknowledge a formal complaint within three working days and provide a full response within ten working days. Straightforward matters may be resolved sooner.

Some investigations take longer where we need information from a registry, supplier, payment provider or another third party. If that happens, we will explain the reason and keep you updated on material progress.

Escalation and senior review

If you believe the response has not resolved the complaint, reply to it and explain the points that remain outstanding. We will arrange a senior review of the way the complaint was handled, any new information and the outcome already offered.

We aim to complete that review within ten working days. We will provide a written final response or explain why further time is required.

Domain-related complaints

Complaints involving .uk domain names are handled in line with our registrar obligations and the applicable Nominet rules. Where a matter is determined by registry policy rather than by oXnames, we will explain any relevant registry complaint, appeal or dispute route.

Registration data, ownership disputes and transfers may require identity or authority checks before changes can be made.