Internet Dreams Studio Ltd. Complaints Policy

ID Studio Web Agency Ltd. Complaints Policy

Friday, 1 September 2017

Here you can find information about how you can raise an issue with us, how it will be resolved and what to do if you’re still not satisfied. By giving us as much information as possible, you’ll be helping us to resolve things faster. If you have any supporting documentation, please have it handy when you raise your concern. If you raise an issue with us, we’ll address it as quickly as possible. In fact, most complaints are resolved within one business day. You will be given a complaints number that is logged within our internal complaints system, and designated an employee who you will have direct communication with (phone and email).

If you still feel your issue hasn’t been resolved to your satisfaction, then you can raise your concern with the Jack Mellor.

.uk renewals and expired domains policy and customers renewal reminders
We have built our own system where we enter all domain purchases to ensure that we are aware when they are due to expire and have relevant contact details for each domain. The system has the following set alerts by email.

  • 2 months from expiry
  • 1 month from expiry (letter sent out if no response)
  • *3 weeks from expiry
  • 2 weeks from expiry
  • 1 week from expiry
  • Then every day until the due date
    *we will always call our customers if we do not hear anything back within 3 weeks of expiry

Responding to customer inquiries and escalation process
If you raise an issue with us, we’ll address it as quickly as possible. In fact, most complaints are resolved within one business day and that is our aim. You will be given a complaints number that is logged within our internal complaints system, and designated an employee who you will have direct communication with (phone and email).

If you still feel your issue hasn’t been resolved to your satisfaction, then you can raise your concern directly with the Director gavin@netdreams.co.uk

Key customer contractual terms (transfers out policy and contract termination)
We have terms and conditions within all our quotations that are signed by the customer containing transfer out policy and contract termination.

Contact for abuse complaints
If you wish to raise a complaint about abuse you have received (phishing scams, spam emails etc.), please contact us at contact@netdreams.co.uk

Out of office hours contact information
Outside of office hours please email us at contact@netdreams.co.uk, We will to respond to all points of contact within 1 business day and aim to resolve any issues you have within 5 business days.

Renewal and expiry example
All domains are renewed on an annual basis, I will send out invoices 60 days prior to your domain name expiring. I will send the invoice to the email address on the account, and it is the registrants responsibility to make sure their contact details are up to date. If you do not wish to renew a domain please make sure you contact us a minimum of 35 days before your domain expires by emailing contact@netdreams.co.uk . Unless requests to the contrary are received, all domains are renewed automatically approximately 30 days before the domain name expires.

If you request that you no longer wish to have your domain name renewed by us, it will be left to expire and all services I provide regarding that domain name will be suspended. Your domain name will then go into a 30 day protected period, after 30 days your domain will be suspended by Nominet and it will go into a 60 day grace period. If you change your mind and still wanted to retain your domain name, you still can and at the original renewal price. This must be requested by email before the 80th day after your domain has expired, after 90 days your domain will be cancelled and deleted from the register and made available for resale through a third party registrar by Nominet. ID Studio will not guarantee the renewal of a domain name after this happens.

If domains are auto renewed or manually renewed, can you make sure your renewal email contains a statement saying: Registration and Renewal of a domain name are subject to the applicable terms and conditions (add link to T&C’s).

If you no longer wish to carry on with your contract with ID Studio, please email us no less than 30 days before your services are due to be renewed. ID Studio will not charge you for transferring a domain(s) away to another registrar’s tag. The customer acknowledges that, termination of the agreement for any reason will result in ID Studio ceasing to provide the applicable services, with the consequences that flow from such cessation, including (but not limited to), deletion of data .e.g. hosting account(s) and mail boxes.

Key terms and conditions
T&C’s for registrants including Nominets domain name registration T&C’s: http://www.nominet.org.uk/uk-domain-names/registering-uk-domain/legal-details/terms-and-conditions-domain-name-registration

Feedback procedure
Here at ID Studio Web Agency we like to think we get it right all the time, every time but the truth of it is everyone gets it wrong from time to time. We can only improve on our services with valid feedback from you, our customers.

If you’re not happy with the initial outcome of your complaint and its regarding your .uk domain name, please feel free to escalate your issue to Nominet (the .uk registry) here: http://www.nominet.org.uk/disputes/complaining-about-registrar/complaints-procedure

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