Service Level Agreement and Complaints Handling

Our Service Level Agreement observed directly from the CORE SLA but also encompasses and complies with all registry requirements including Nominet which can be viewed at

1. Complaints

If for any reason you are not satisfied, please contact Customer Services, who will investigate and respond to your complaint. If you are not happy with the response you receive and wish to take it further, please follow our complaints procedure as detailed below. We give our commitment that your concerns will be fully investigated.

2. Complaints Procedures

If you have made a complaint to Customers Services and are not happy with the response, you should complain to our Customer Services Manager via email or mail:

Customer Services Manager
1418 South Thirds Street
+1 (502) 637-4528 - +1 (502) 634-1484 fax

A. When making an complaint, please ensure that you include full details of your complaint, and reasons for your dissatisfaction with our response.

B. When we receive your complaint we will acknowledge it within two working days.

C. We will then fully investigate your complaint and aim to respond within 10 working days.

D. If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.

E. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive and, where appropriate make changes to our systems and services in response to your feedback.

All complaints should be made in writing and include the following information:
* Your name and contact details and account information if appropriate
* The domain name(s) concerned (if appropriate)
* A clear description of your concern or complaint
* What steps you would like us to take to resolve the issue
* Please write "Complaint" clearly on the top of your letter or in the subject line of your email.

3. Commitment to Our Staff

We are committed to our customers and providing the best service possible. We are also committed to providing a safe and appropriate working environment for our staff. Our staff have the right to be treated with respect and courtesy. We will not accept instances of verbal, written or physical harassment or abuse of our staff.

We reserve the right, where our staff are subjected to unacceptable conduct or communication, to restrict or refuse access to our services (e.g. we may ask you to only correspond with us in writing or to a specific contact).

4. How to Submit Suggestions

We always welcome feedback on any aspect of our policy, procedures or services. If you would like to send us suggestions or comments please send these to and they will be passed on to the relevant department or project team asap.

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Additional Registry Requirements for .us, and .name

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