Complaints and Escalation Procedure

We try very hard to get things right first time, but we do recognise that occasionally things might go awry.

We can only improve with valid feedback from our customers.

If you wish to make a complaint about a service you have received, please contact us including as much detail as you can.

We will acknowledge your complaint within 1 business day and we aim to resolve any issues within 5 business days.

This page documents our customer service escalation procedures in respect of .UK domains only.

You should first contact our Support Desk by email for assistance. To escalate a complaint, please ask the Support Desk for it to be referred to our Head of Customer Services for an Internal Review. Should you not be satisfied with our response to the Internal Review, you should set out your complaint in a formal written submission to our Board by writing to the Company Secretary at our Registered Office as follows :-

Lisa Millan, Company Secretary
Island Networks (Registrar) Ltd
Maison Postel, Alderney GY9 3JZ

who will ensure you receive a written response within 14 days.

If you remain unhappy with outcome of a complaint  regarding a .uk domain name, you are also able to escalate your issue to Nominet (the .uk registry).

See http://www.nominet.org.uk/disputes/complaining-about-registrar/complaints-procedure