Who these commitments cover
These commitments cover company correspondence, registry matters, complaints, privacy requests and reports about domains associated with Serallo. You do not need to be a customer to raise a concern.
How to contact us
Email tom@serallo.co.uk. Postal correspondence can be sent to Serallo Domains Ltd at Flat 2, Heather Court, 11a West Cliff Road, Bournemouth, Dorset, BH2 5EP, United Kingdom. Our contact page brings together the company details and reporting routes.
Please give a usable reply address, a concise explanation, relevant dates and the exact domain where applicable. Do not send passwords or unnecessary sensitive information. We may make proportionate checks before disclosing private information or making a change.
Working days and support hours
Monday to Friday, 09:00–17:00 UK time, excluding UK public holidays. UK time means GMT or BST as applicable. For these commitments, a working day is a Monday to Friday that is not a public or bank holiday observed in England and Wales, where our office is based.
You may send an email at any time. We handle routine correspondence during these hours. We do not offer continuous or 24-hour support.
Acknowledgement and response times
We aim to acknowledge correspondence within two working days of receipt and will acknowledge it within no more than five working days where we have a usable reply address.
This includes relevant enquiries, complaints and abuse reports. Acknowledgement is not conditional on first establishing that a complaint or report is well-founded. An acknowledgement confirms receipt; it does not necessarily mean the matter is resolved.
We aim to resolve routine enquiries within five working days. Where further investigation is needed, we will explain this and provide an update at least every five working days until the matter is resolved. We will give an expected next step or response date rather than promise an outcome outside our control.
More involved complaints have the investigation and internal-review targets set out in our complaints procedure. These targets do not extend any mandatory legal deadline, including a data-rights deadline.
Security and abuse
Report a security concern or suspected misuse to abuse@serallo.co.uk. We review reports as soon as reasonably practicable and prioritise credible risks of immediate harm. See how to report abuse.
If someone is in immediate danger, contact emergency services rather than relying on this mailbox.
Complaints and accessibility
Our Complaints Procedure and Escalation is free to use and includes review by the Director and relevant external routes. We will include escalation information in complaint responses.
If a communication format is difficult to use, explain what would help in an email or letter. We will consider reasonable adjustments to help you raise a concern.