Complaints procedure

Last updated: 8 May 2026 · Version 1.0

We take complaints seriously and aim to resolve them quickly and fairly. As a Nominet self-managed registrar, we operate a documented complaints procedure aligned with the customer service commitments in the Nominet Registry-Registrar Agreement.

1. How to complain

Send your complaint in writing to [email protected] with the subject line "Complaint". Please include:

Your name and a reply email address;
The domain name(s) involved, if any;
A clear description of what happened, including dates;
What outcome you are seeking.

If you are unable to email, you may write to us at our registered office address shown in the footer of this page.

2. What happens next

Acknowledgement — within two working days. We confirm receipt and assign a reference.
Investigation — within ten working days. We review the matter and provide a substantive written response. If we need longer because the issue is complex, we will tell you why and give a revised timeframe.
Resolution. Where appropriate we will apologise, correct the issue, refund all or part of any payment, or take other reasonable steps. Where we disagree with your complaint we will explain why.

3. Escalation within our company

If you are not satisfied with the initial response, reply to the same email thread asking for the matter to be escalated. A director of Presence Group Ltd will review the matter and respond within a further ten working days. That response is our final position.

4. Escalation to Nominet

If your complaint relates to our handling of a .uk or .co.uk domain (for example, a transfer dispute, a registrant data issue, or our conduct as a registrar) and you are not satisfied with our final position, you can refer the matter to Nominet UK:

Email: [email protected]
Phone: 01865 332211
Post: Nominet UK, Minerva House, Edmund Halley Road, Oxford Science Park, Oxford OX4 4DQ

For disputes about ownership of a registered domain (alleged abusive registration), Nominet operates a separate Dispute Resolution Service (DRS).

5. Other escalation routes

Personal data: the UK Information Commissioner's Office — ico.org.uk, 0303 123 1113.
Consumer rights: Citizens Advice consumer helpline — citizensadvice.org.uk, 0808 223 1133.

6. Records

We keep a written record of every complaint, our response and the outcome for at least three years. This record is available for review by Nominet on request as part of their compliance oversight of self-managed tag-holders.