COMPLAINTS PROCEDURE

Let us put things right.

We make every effort to ensure our customers are happy with the level of service they receive from us. However, despite our best efforts, we appreciate that sometimes, things can go wrong. When they do, we want to know how to put them right.

Step 1: Get in touch

First, you can contact our Customer Services Team about your issue. The contact details are as follows;

Email: customerservices@tctg.co.uk
Post: FAO Customer Service, Concorde Technology Group, Concorde House, Wakefield Road, Ossett, WF5 9JS.
Telephone: 03331 300600

To help us fix things quickly, we’ll need some details. Please tell us:

• Your Concorde account number. This can be found on your invoice
• Tell us about the issue, including any supporting evidence you feel is important
• The resolution you are looking for

Step 2

A member of our Customer Service Team will contact you to provide you with the next steps, which may include assigning a complaints case handler and providing your case reference number. Once you have received this, we will contact you with our initial findings or a request for further information.

We will aim to provide a response in 2 working days and a response and resolution within 10 working days. We will advise you if additional time is required to investigate further.

Step 3

You will receive a report on our investigation and findings about your complaint. This will include the option to appeal this decision if you are unsatisfied with the outcome. If you do not respond to our report within 28 days, we will consider the matter resolved.

If you are unsatisfied with the decision and wish to appeal, please notify your complaints case handler within 28 days, stating the reasons for your appeal.

Step 4

You will receive a report on our investigation and findings about your appeal. This will include the option to appeal this decision further if you are unsatisfied with the outcome. If you do not respond to our report within 28 day,s we will consider the matter resolved.

If you are unsatisfied with the decision and wish to appeal further, please notify your complaints case handler within 28 days, stating the reasons for your appeal.

Step 5

You will receive a report on our investigation and findings about your appeal. This will contain the final decision by Concorde Technology Group.

Not Happy?

If you are an organisation for which not more than 10 individuals work and, following the completion of Step 5 above, you remain unhappy with our findings and/or 8 weeks have passed since you raised your complaint, you have the option to use the ADR Scheme in place with the Communications Ombudsman. We will send you an ADR letter confirming when you can take your complaint to the Communications Ombudsman.

See details on the Communications Ombudsman. You can also contact them directly using the following methods:

• Post: Communications Ombudsman, PO Box 730, Warrington, WA4 6WU
• Phone: 0330 440 1614 (Monday to Friday, 8 am to 8 pm, and Saturday, 9 am to 1 pm)
• Email: enquiry@commsombudsman.org

If you require any further information regarding our complaints procedure or wish to discuss with a team member, you can do so by calling 03331 300600. Y

Domain Name Services

Please use these details to contact us for any domain name-related queries you may have, including complaints and instances of domain name abuse. You should expect to receive a response within a few hours and no more than 5 days.

Email: abuse@tctg.co.uk

Telephone: 03331 300600​​​​​​​

Nominet T&Cs