Domain service complaints and appeals

Tell us what went wrong

Email [email protected] with “Complaint” in the subject, call 01332 529029 or write to Simpliy Limited, 66 Paul Street, London, England, EC2A 4NA.

Please give your name, contact details, relevant domain/order reference, what happened and the outcome you would like. You do not need to use a special form.

How we respond

We acknowledge your complaint within three working days. We aim to send a substantive response within ten working days. If we need longer, we explain why, tell you when to expect the next response and keep you updated at least every five working days until we provide a final response.

Our Operations Manager normally coordinates the investigation. If the complaint concerns the Operations Manager, our Managing Director handles it. We review the relevant records and explain our findings, proposed remedy and escalation route in writing.

Ask for a review

If you disagree with the response, reply to the complaint email and ask for a review by our Managing Director. Explain what remains unresolved. Where possible, the review is undertaken by someone who was not responsible for the original decision. If that is not possible in our small team, we explain who will conduct the review and how it will be reconsidered.

We acknowledge review requests within three working days and aim to give a review outcome within ten working days. If further work is needed, we give a revised timescale and progress updates. We provide the external escalation information with our final response.

Taking a .uk registrar complaint to Nominet

If you believe the registrar has breached Nominet's Registry-Registrar Agreement and our response does not resolve the issue, you can refer the matter to Nominet through its registrar complaint process.

Nominet's customer support contact is [email protected] or +44 (0)330 236 9470. Include the domain name, details of the concern and the steps already taken. Nominet's registrar complaint process concerns registrar obligations; other contractual or consumer disputes may require a different route.

This process does not prevent you exercising any other rights available to you.