We aim to give every customer a reliable, helpful and fair service. If something has not gone as it should, please tell us so we can investigate and put things right where possible.
How to make a complaint
To make a complaint, please email our complaints team. This gives us a clear written record and helps the matter reach the right people for review.
Please include as much detail as possible so we can investigate properly and respond as quickly as we can.
Email complaints@tudornet.uk
Response aim
We aim to provide a full response within 10 working days. If the complaint needs longer to investigate, we will update you within 10 working days and explain when you can expect a further response.
What to include
The more detail you provide, the easier it is for us to review the matter properly and respond with a useful outcome.
Include the date and time of the issue, plus any ticket references, invoice numbers, order IDs, service references or domain names involved.
Explain what happened, how it started, what service was affected and what outcome you are asking us to review.
Attach screenshots, error messages, emails, names of staff spoken to where known, or any other relevant information.
What happens next?
We review the details, check the relevant service history and respond as clearly as possible.
Send the details to our complaints email address or raise a ticket if you prefer to keep it with your customer account.
We aim to acknowledge complaints within 2 working days so you know the matter has been received.
We aim to provide a full response within 10 working days, or update you if more time is needed.
If you are not satisfied with our response, you can ask for your complaint to be escalated to a company Director within 20 working days.
Director escalation
If you are not satisfied with our response, you can ask for your complaint to be escalated to a company Director within 20 working days of our response.
A Director will review the matter and aim to provide a final response within 10 working days.
Please make the escalation in writing, quote the original complaint reference, explain why you remain dissatisfied and state the outcome you are seeking.
Final response aim
10
working days after escalation
Complaint records
We keep complaint records so we can monitor the number and type of complaints we receive and improve our services where appropriate.
Complaint details, dates, references, outcomes, escalation notes and relevant correspondence.
Complaint information is handled in accordance with our Privacy Policy and retained only for as long as necessary for complaint handling, service improvement, legal obligations and the establishment or defence of legal claims.
Use the right route
Some issues need a different route so they reach the right team or process quickly.
Please do not use the complaints process for phishing, malware, spam, hacked website reports or urgent abuse reports. Use our Report Abuse page so the issue reaches the correct team quickly.
Report abuse
If your complaint concerns ownership of a .uk domain name, trade mark rights or whether a .uk registration is abusive, it may need to be handled through Nominet’s Dispute Resolution Service rather than our general complaints process.
The service is administered by the World Intellectual Property Organization on Nominet’s behalf. We can explain the appropriate route, but Tudor Internet cannot decide ownership or trade mark disputes between third parties.
View the .uk dispute processOther support routes
Some issues are better handled through support, billing, abuse reporting or general contact rather than the complaints route.
Need to raise a complaint?
Send the details to our complaints team and we will review the matter fairly.
