Domain Name Complaints Procedure

Domain Name Complaint Procedure

At Alienation, we are committed to providing the best in customer service. However, if for any reason you feel that we have failed in our service to you, we have in place a formal complaints procedure over and above the standard channels of communication. Any concerns can be escalated within Alienation by contacting the following:

Martin Bryce, Operations Director, 0141 33 11 323
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Within 2 days, we will acknowledge receipt of the complaint and aim to investigate fully and revert back to you within 10 working days. If for any reason a more lengthy investigation is necessary, we will inform you within the 10 working day period and notify you of an estimated response date. Your complaint will be kept on file for monitoring purposes.

Escalation

Having received our response, you may still feel cause for complaint. In which case, please make an escalated complaint to either of the directors below:

Neil Barr, Managing Director, 0141 33 11 323
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David Johnstone, Sales Director 0141 33 11 323
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We would be grateful if you could forward all the related details of the original complaint and why you feel we have not dealt satisfactorily with it. Within 2 days, we will acknowledge receipt of the complaint and aim to investigate fully and revert back to you with a final response within 10 working days.

In order for Alienation to action an escalated complaint, we require the following information:

Your name and contact details and any other relevant information
Details of the original complaint
A description of why you are still dissatisfied with our level of service