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Our Complaints Process - UK domains

UK Domains:

Our Standard Terms and Conditions of Sale and Supply can be found here: Terms and Conditions
Customer Service Level Agreement

Please contact using one of the contact methods below, outside of office hours please email us at [email protected]

 

We will to respond to all points of contact within 1 working day unless you have requested a response from a named contact in which case they will respond as soon as possible.   We aim to resolve any issues you have within 5 business days but complex issues or exceptional circumstances, eg. COVID may delay any response, if this occurs we will try to notify you as soon as possible with a revised resolution timeline.

Complaints & Escalation Process

For Domain Name Disputes and the NOMINET Disputes Process please follow this link:.
 

We like to think we get it right all the time, every time but the truth of it is everyone gets it wrong from time to time. We can only improve on our services with valid feedback from you, our customers. If you wish to make a complaint about a service you have received, please submit an email to us [email protected] including as much detail from the issue you have.    Alternatively you can:

Write to Us at:

Compliance and Legal Affairs Manager
Domaincolony limited t/as Domains in a Box
2 Fullers Yard
MARGATE CT9 1NA

We will acknowledge your complaint within 1 business day and aim to resolve any issues within 5 business days. If you’re not happy with the initial outcome of your complaint, you can escalate your complaint to a manager/director by emailing Our Senior Management Team at [email protected]

You are also able to make a formal complaint about Us to Nominet (the .uk registry) here: www.nominet.org.uk

Abusive Emails:

THERE IS NO FEE FOR THIS SERVICE.

We take Spamming seriously and do not allow our services to be Us for this purpose.   However, it is unfortunate that in many cases that the originating email has been ‘spoofed’ and we will be unable to assist.    Nevertheless in all cases we will investigate and let you know what steps We have taken and/or you should undertake.
   
We strongly suggest you forward ALL Phishing emails to [email protected] immediately upon receipt so these despicable criminals can be closed down.
 
If you wish to raise a complaint with Us about abuse you have received (phishing scams, spam emails etc), please contact us at with as much detail about the abuse. We will investigate your complaint immediately by email to Our Compliance Team : [email protected]
 

Domain name management – Key Terms:

Please refer to our FULL TERMS and CONDITIONS in ALL CASES: found here 

We charge for the domain-name related services we provide to you :

  • £10 per year for managing a domain names DNS for a client
  • £10 per year for the registration/ renewal of a NOMINET administered  .uk domain, [eg. dot.co.uk, dot.uk, dot.org.uk, dot.cymru]
  • Other Ad Hoc work such as Server Configurations, WordPress Installation and Website Maintenance is charged at our Rack Rate of £80.00 for the first hour and £15.00 for 15 minutes thereafter.  All Prices will attract VAT at 20%.   
 
These are our rack rates and we offer significant reductions for Multiple Domain Holders with Us and run frequent offers and promotions.

Renewals and expiring domain name registrations:

These Services attract a CHARGE – all prices are exclusive of VAT – currently 20%

  • Domains in a Box will auto renewal all .uk domains on behalf of our client unless we receive a cancellation request in writing from the client
  • Domains in a Box  will invoice 30 days in advance for domain renewals, allowing the client sufficient time to respond should they wish to cancel a renewal.
  • Domains in a Box charge £10 a year for maintaining a domain registration of a domain name – this includes renewing the domain name.
 
These are our rack rates and we offer significant reductions for Multiple Domain Holders with Us and run frequent offers and promotions.

Cancellations and Migrations of Domains

These service is offered FREE OF CHARGE:

  • To cancel a domain registration, please email [email protected]
  • To Migrate a domain to another provider, please email [email protected] providing the IPS TAG for the new provider or follow you new Registrars Process called a Transfer In or Call Process.
 
Suspended Domains:

 These Services attract a CHARGE – all prices are exclusive of VAT – currently 20%

When Domains are not renewed they enter a ‘suspended state’ during which time we can recover the domain ON YOUR BEHALF normally.   You are entitled to recover an expired domain within 60 Days by paying Us a Recovery Administration Fee of £20.00 plus VAT together with payment in full for the domains renewal.  After 60 Days the domain will enter an ‘Abandoned’ Status, notwithstanding that you might still be recorded as the Registrant.   At this time any outstanding bill in respect of that single domains renewal shall be cancelled and you will implicitely grant Us the Right to deal with the domain as per the following section –  Transfer of Ownership of Abandoned Domains:
 
 Transfer of Ownership of Abandoned Domains:

After 60 days, the domain will be ‘abandoned’ and We may step in to reregister and/or transfer the domain name to our account.  At this time YOU WILL LOSE ALL RIGHTS to the domain.   We do not guarantee to do so and you should not rely upon Us doing.