Complaints/Abuse Process

5RL Internet are committed to providing a high quality service for its customers. One of the ways in which we can continue to improve our service is by listening and responding to the views of customers and third parties, in particular by responding positively to complaints, and by putting mistakes right.

If you have a complaint about any service offered or want to report abuse related to any service we provide please contact us on the following email address: [email protected] including as much detail as possible.

We will acknowledge your complaint within 48 hours 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 [email protected]

If your complaint is related to .uk domain registrations, you can further escalate the complaint to Nominet (the .uk registry) here: http://www.nominet.org.uk/disputes/complaining-about-registrar/complaints-procedure

We aim to ensure that:

• making a complaint or reporting abuse is as easy as possible;
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
• we deal with it promptly, politely and, when appropriate, confidentially;
• we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.