Feedback and Complaints

Feedback & Complaints

Customer feedback and complaints procedures

We are committed to ensuring that all our customers receive the best possible service. However, we recognise, that sometimes, some of our customers experience problems.

We also recognise that complaints are a valuable form of feedback on our service delivery. We use this feedback to identify the root causes of complaints and to ensure that improvements are made to our processes for the benefit of both our customers and ourselves.

We promise the following to all customers who raise issues with us:

• We will listen to you, and make every effort to understand the reasons for your complaint. We care about why you are dissatisfied.
• We will endeavour to resolve your problem at your first point of contact.
• We will take ownership of your complaint to ensure resolution.
• We will offer fair solutions quickly.

We also welcome and encourage positive feedback from customers about our services and staff.

How do I give feedback or complain to Namesco?

Informal procedures.

If you have a named contact, make your initial complaint or give your feedback to them. If you don’t have a named contact, our Customer Care Team will do their best to resolve your complaint there and then, please click here for contact information. If your complaint cannot be dealt with by your named contact immediately, or if the matter you are concerned about is very serious, you should use our Formal Complaints procedure.

Formal procedures.

Formal complaints and feedback should be made in writing, by fax, e-mail or by post for the attention of the Customer Care Team. Please click here for contact information. Our staff will make sure that your complaint is entered into our formal complaints process. If we need to investigate more, we’ll pass your complaint over to a member of our Resolutions Team. They’ll look into your complaint, and keep in touch regularly while they work to resolve the problem.

Sometimes complaints can be complex and involve third parties, such as BT or Domain Name Registries such as Nominet. We’ll do our best to bring things to a conclusion within 10 working days, but will continue to investigate beyond this time if we need to.

As soon as we have completed our investigations into your complaint, we’ll let you know. At this point, we hope that we have resolved the issue to both yours and our satisfaction.

If we notify you that we have resolved your complaint, but you’re not happy with the outcome, you must let us know. We may look into your complaint in more detail or if we feel that we’ve investigated this to the full extent possible, our Resolutions Team may send you a deadlock letter. This is acknowledgement that we’ve completed our investigations and come to a final decision.

The following section only applies to consumers and small business:

We are members of the communications and Internet service adjudication scheme (CISAS) operated by the chartered institute of arbitrators. If you are not happy with our final decision and you’ve received your deadlock letter, or 8 weeks have passed since your original complaint, CICAS will be able to help you.

More about CISAS

This is a free, independent service to help resolve customer disputes. If CISAS accepts your case, they’ll carry out an independent review. To find out more, visit www.arbitrators.org/cisas or you can write to them at CISAS, the Chartered Institute Of Arbitrators, 12 Bloomsbury Square, London WC1A 2 LP, or by phone 020 7837 4483 (general enquiries).