Cobydomains aims to provide a dependable and professional standard of service across everything we do. We’re aware, though, that mistakes can happen, and when they do, we’d rather know about it than have it go unaddressed.

Making a Complaint

To raise a complaint, get in touch by phone or email using the contact details listed on our website. So that we can look into the matter properly, please provide as much context as you can — the domain name involved, a brief summary of what’s gone wrong, and any dates, references, or correspondence that might help us understand the situation.

You’ll receive confirmation that we’ve received your complaint within one working day. We aim to give you a full response within five working days of that. If your case turns out to be more involved and needs extra time to look into, we’ll be in touch to let you know what to expect.

Taking It Further

If our first response doesn’t resolve things to your satisfaction, you can ask us to escalate the complaint — provided you do so within 10 working days of getting our reply. At that stage, someone senior who wasn’t part of the original handling will take a fresh, independent look at your case.

We work to a 10 working day target for completing escalated reviews, and we’ll write to confirm the outcome once that’s done.

Taking It to Nominet

If you’ve been through our full complaints process and are still not happy with the outcome, you’re entitled to bring the matter to Nominet, who run the .uk registry. Nominet has its own separate process for dealing with complaints about how registrars conduct themselves — you can find out more about referring a case to them on the Nominet website.