Customer Complaints Procedure

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Providing excellent service is a priority. If for any reason, you are not happy with the levels of service, we want to hear about it. In the first instance, please email the person dealing with your project and explain why you are unhappy. If you are unable to resolve the issue or wish to make a formal complaint, you can follow the process outlined below. In either event, please be assured that any complaint will be fully investigated.

How do I make a formal complaint?

If you have made a complaint to your point of contact, and are not happy with the response you receive, then you can escalate your complaint.  All complaints should be made to:

Chris Clarke
Chris Clarke Web Services Limited
Star Lodge
Montpellier Drive
GL50 1TY


What happens next?

  1. When we have received your complaint, we will acknowledge it within two working days.
  2. We will then thoroughly investigate your complaint and aim to respond within 10 working days.
  3. If the situation requires a more protracted investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.
  4. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

What happens if I am not satisfied with the response I receive?

We want to work with or customers to ensure that they are happy with the service that we provide and to ensure that they fully understand the reasons why things may go wrong so in our response, we will always outline if any third parties were involved in service provision as it may relate to the complaint at hand. Although those parties can not intervene in complaints resolution, we will, where practicable, provide information to support our findings.

Complaints relating to Nominet domains and registrations

Also, any dispute arising from your domain registration will be bound by the appropriate dispute resolution policy, specifically for .uk domains, Nominet Dispute Resolution Service