Complaints Procedure and Escalation
Use this procedure if you are unhappy with our activities or how we have handled a matter, including correspondence, a privacy request or an abuse report. There is no charge for making a complaint.
Email tom@serallo.co.uk with “Complaint” in the subject, or write to: The Director, Serallo Domains Ltd, Flat 2, Heather Court, 11a West Cliff Road, Bournemouth, Dorset, BH2 5EP, United Kingdom.
Please give a reply address, the domain if relevant, what happened, relevant correspondence and the outcome you seek. You do not need legal language or a special form. Let us know about any reasonable communication adjustment you need.
Acknowledgement
We aim to acknowledge a complaint within two working days and will do so within no more than five working days of receipt where a reply address is available. We will identify who is handling it and explain the next step.
We will acknowledge receipt before deciding whether the complaint is justified. We may ask for relevant information or proportionate identity checks, but will not request unnecessary personal information.
Investigation and response
We aim to resolve routine concerns within five working days. Where a fuller investigation is necessary, we aim to give a substantive written response within ten working days of receipt.
If we need longer, we will explain why, give an expected response date and update you at least every five working days until resolution. Our response will describe the issues considered, findings, any action or remedy and how to escalate. We will not close a matter simply because an investigation has exceeded the target.
Escalation to the Director
If you are dissatisfied, reply to tom@serallo.co.uk with “Director review” in the subject, or write to the Director at the postal address above. Identify the points still unresolved and any further relevant evidence. You may also request this review if you have not received a response within the published timescales.
The Director will reconsider the complaint, evidence and earlier decision. If the Director handled the original response, this is an internal reconsideration, not an independent appeal; we will make that clear.
We aim to acknowledge an escalation within two working days, and will do so within five working days where a reply address is available. We aim to issue our final written response within ten working days, with updates at least every five working days if more time is needed. The final response will explain the decision and relevant external routes.
Escalating a .UK registrar complaint
Where a complaint concerns compliance with the .UK Registry–Registrar Agreement, you may contact Nominet using its complaints procedure and official contact routes. Include the domain, complaint history, our response or details of a missing response. Nominet decides whether a matter falls within its remit and which procedure applies.
Our application is awaiting approval. Nominet’s registrar-complaint process applies where the relevant registrar obligations are in force; questions about our application can be raised with Nominet’s registrar team.
For a registrar complaint, Nominet publishes domainsupport@nominet.uk. Its contact page provides the other contact routes.
Normally give us an opportunity to resolve the matter first. Our internal process does not prevent an urgent report, a concern about non-response or an approach to Nominet where appropriate.
Domain disputes, privacy and other rights
A dispute over rights in a .UK domain is different from a complaint about registrar conduct. See Nominet’s Dispute Resolution Service (DRS) guidance for the current eligibility, process and submission route. The current guidance directs new DRS complaints through WIPO. Separate procedural requirements and any applicable fees apply.
For personal-data concerns, use our privacy policy and contact us with “Privacy complaint” in the subject. You also have the right to complain to the Information Commissioner’s Office (ICO).
Nothing in this procedure restricts statutory rights, applicable time limits, access to the courts or reports to a regulator or law-enforcement body. We cannot decide a dispute on behalf of Nominet, WIPO or a court.
Records and working days
We keep proportionate complaint records, evidence, correspondence and outcomes for follow-up, accountability and any justified legal need. We minimise personal information and apply the retention criteria in our privacy policy.
Our support page defines working days and hours. Sensitive investigation details may need to be withheld where disclosure would be unlawful or prejudice a legitimate investigation, but we will still provide a lawful update wherever possible.