Complaints Procedure

Overview

We aim to provide clear, fair and helpful service across our domain registration, DNS, hosting, email and account services. If something has gone wrong, or you are unhappy with how we have handled an issue, you can raise a formal complaint.

This procedure explains how complaints are handled, what information helps us investigate, and how you can escalate a matter if you are not satisfied with our response.

How to make a complaint

Please contact us using one of the following methods:

• Submit a support ticket through your oXnames account or our support portal.
• Email us at complaints@oxnames.com.
• Write to: oXnames Ltd, Unit 32, Armytage Industrial Estate, Whittington Moor, Chesterfield, S41 9ET.

If your complaint is urgent because a domain, DNS record, website or email service is unavailable, please raise a support ticket as well so the operational issue can be reviewed quickly.

What to include

To help us investigate properly, please include:

• Your name, business name and account email address.
• The domain name, hosting package, invoice number or ticket reference involved.
• A clear summary of the issue and what outcome you are looking for.
• Any relevant dates, screenshots, emails or error messages.
• Whether the issue relates to registration, renewal, transfer, DNS, hosting, billing, abuse, or customer service.

Response times

We aim to acknowledge formal complaints within 3 working days. We will then review the matter and aim to provide a full response within 10 working days.

Some complaints may take longer where we need information from a registry, supplier, payment provider or third party. If this happens, we will keep you updated and explain the reason for the delay.

Escalation

If you are not satisfied with the initial response, you can ask for the matter to be reviewed by a senior member of the oXnames team. Please reply to the complaint response and explain why you believe the issue has not been resolved.

We will review the previous handling, any new information provided, and the outcome requested. We aim to respond to escalated complaints within 10 working days.

Domain name complaints

For complaints involving .uk domain names, we will handle the matter in line with our obligations as a Nominet registrar or registrar applicant, where applicable. This may include checking registrant data, renewal handling, transfer requests, abuse reports or customer contact history.

If your complaint relates to a registry policy decision, we may direct you to the relevant registry or dispute process where oXnames cannot make the final decision.