Complaints
Something went wrong? Here is how to raise it.
A complaint is taken seriously and answered in writing, to fixed deadlines. If you are still unhappy at the end, you can go to Nominet.
- Receipt confirmed within 2 working days
- Answer usually within 5 working days
The three stages
Tell Stanislav Sauliak
Send the complaint by email, phone or post. It is logged and answered.
Ask for a second review
Not satisfied with the answer? Ask for the whole case to be looked at again.
Take it to Nominet
If the review does not settle it, Nominet’s complaints process is open to you.
1Sending a complaint
- Email: [email protected]; starting the subject with “Complaint” helps it stand out
- Phone: +380 99 800 9837, 09:00 to 17:00 UK time on weekdays, other than UK public holidays
- Post: Stanislav Sauliak, Soborna St. 43, Smt. Kryzhopil, Vinnytsia region, 24600, Ukraine
A phone complaint is written down and a summary is emailed to you, so both sides have the same record. Letters travel to Ukraine slowly; if you can, send an email as well.
2What to include
- who you are, plus a phone number or email for the reply;
- the domain name the complaint is about;
- what happened, and when;
- what you would like done to put it right;
- any evidence: emails, screenshots, dates.
Missing details do not stop a complaint. You will simply be asked for them.
3Deadlines
| Step | When |
|---|---|
| Confirmation that your complaint arrived | Within 2 working days |
| A full answer | Usually within 5 working days |
| If it needs longer | Before the deadline you are told why, and given a new date |
Working days are Monday to Friday, not counting UK public holidays.
4Second review
If you disagree with the answer, reply and ask for a review. The complaint is then examined again from the beginning, including anything new you send, and you get a final written answer within 5 working days.
Stanislav Sauliak works alone, so the review is also carried out by Stanislav. That is why the final step below sits with Nominet, which is independent.
5Going to Nominet
Once the review is finished, or if the deadlines above are missed, you can complain to Nominet, which runs the .UK registry. Nominet expects you to have tried the registrar’s own process first.