If I got something wrong, tell me.

The stages

1. You complainBy email, phone or post.
2. I acknowledgeWithin 2 working days.
3. I investigate and replyUsually within 5 working days.
4. Review, then NominetIf you are still not satisfied.

This procedure is for complaints about how I run tag VELOXIS: a name on it, an answer I gave you, a report I handled, or the way I dealt with you. Nothing here is sold, so a bill is one thing you will never be complaining about. To report a domain that is being used for phishing, malware, fraud or spam, go to Report abuse instead.

How to complain

• Email: [email protected], with “Complaint” in the subject line. This is the quickest way, and it gives us both a written record.
• Phone: +380 99 896 4650, Monday to Friday, 9am to 5pm UK time, except UK bank holidays. I will confirm what we discussed by email.
• Post: Ruslan Kasyanov, Sadova St. 20, Sheludkivka village, Chuhuiv District, Kharkiv Region, 63440, Ukraine. Post from abroad can take weeks to arrive, so please also email if you can.

What to include

• Your full name and the email address you are writing from.
• The domain name or names concerned.
• What went wrong, and when.
• Any evidence: emails, screenshots, dates.
• What you would like me to do to put it right.

Timescales

1. I acknowledge your complaint within 2 working days of receiving it.
2. I look into it, check the records for the name concerned and, where needed, ask you or the registry for more information.
3. I send you a written answer, usually within 5 working days, explaining what I found and what I will do.
4. Some cases take longer. If yours does, I write to you before the deadline, explain why, and give you a new date.

Asking for a review

If you are not happy with my answer, reply to it and ask for a review. I will go through the complaint again from the start, including anything new you send. You get my final written answer within 5 working days of your request. That answer ends my own procedure and tells you where to go next.

I work on my own, so there is no one else inside my business to escalate to. The next step is independent: Nominet.

Taking it to Nominet

Still not happy after my final answer? You can complain to Nominet. It runs every .UK domain and checks that registrars keep to its rules.

Disputes about who has the right to a domain name, rather than about my service, are dealt with by Nominet’s Dispute Resolution Service.