Complaints Policy

This Policy

This policy explains how:

- you, the clients, can raise a complaint about our services; and

- how we will deal with complaints.

We will always aim to provide high quality services and to provide a high standard of client care. We recognise however that sometimes we may not get things right and as such, it is important that you can raise any issues or complaints with us.

This policy can also be used to register an abuse complaint in relation to Nominet domain name registrations.

How to Make a Complaint

If you would like to make a complaint, you can do so via any of the following methods:

Online Contact Form

You can complain via the online contact form at:


You can complain via telephone on: +44 1234 672124


You can complain via email to:


You can complain via letter by sending this to:

Complaints Team
Arcalis Services Ltd
38 Collings Crescent
SG18 0PZ


Please include the following information in your complaint:

- Your full name

- Your contact details (telephone and email)

- The fact that you are raising a complaint

- Any relevant dates and times which are relevant to your complaint

- The type of services we have provided to you

- Any order or reference numbers we have provided to you

- A key summary of the problem or problems you have experienced and why the services were not satisfactory.

- If the complaint relates to domain name registration abuse, please include the phrase "Abuse" in the title.

What to Expect

Complaints will be processed and looked at during our business hours which are:

Monday to Friday 9am - 5pm

Complaints will be dealt with by our designated complaints handling team.


We will acknowledge your complaint within 2 business days of our receipt of it.


We will then conduct a thorough investigation into your complaint. We may need to contact you in order to obtain further details during the investigation.


A response to your complaint will ordinarily be provided to you via email.

We will ordinarily provide the full response within 5 business days of our receipt of your complaint. Sometimes, the investigation may take longer. If this is the case we will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response. You will receive regular updates thereafter.

We may agree with all or some of your grounds of complaint. If this is the case, we will aim to offer a satisfactory solution to you, which may include:

- A full refund

- A partial refund

- Provision of the services again

We will offer the solution which we judge is most appropriate in the circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution where this is appropriate.

If we do not agree with your grounds of complaint, you will be provided with full details to explain why this is the case. If you are unhappy with this decision you may wish to progress matters externally (see below).

Complaint Escalations

For complaints relating to domain name registration, you can escalate your complaint to Nominet by contacting them directly at:
Nominet will respond to your complaint within 5 business days.

For complaints relating to Microsoft licensing, you can escalate your complaint to Microsoft by contacting them directly at:

Abuse Complaints

You can report abuse relating to domain use to us for handling with Nominet.  This includes but is not limited to issues relating to phishing and spam messaging.

You can report domain abuse to us by emailing

Reports of domain abuse will be responded to within 5 working days.

Other Options

We hope that we will be able to help in resolving your complaint. However, if you are not happy with the outcome of your complaint, you may wish to raise a formal dispute externally via other avenues.

Professional Body

We are a member of: NOMINET

Details about this body can be found here:

We adhere to the relevant guidelines and code of conduct prescribed by the above body. You can contact this body about any complaint should you deem this appropriate. This body also offers an Alternative Dispute Resolution scheme, which offers a method of resolving disputes outside of court. Details about this can be found on:

Legal Claims

We would always hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved by any of the above methods, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.

Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.