At Search.Initiative Registrar, we are committed to providing professional, transparent, and high-quality services to every customer. However, we understand that from time to time, issues or misunderstandings may occur. This Complaints Procedure explains how customers can raise a complaint about our services or domain management, how we handle such complaints, and what steps can be taken if a satisfactory resolution is not reached. We take all complaints seriously and use them to continuously improve our systems and customer experience.

Purpose of This Policy

The purpose of this policy is to:

• Provide a clear process for submitting complaints.
• Ensure every issue is handled fairly, promptly, and professionally.
• Maintain compliance with industry standards, including ICANN, Nominet, and other registry authorities.
• Strengthen customer confidence in our commitment to service excellence.
  This policy covers complaints related to domain registration, renewal, transfer, billing, communication, or other registrar-related services.

Definition of a Complaint

A complaint is any formal expression of dissatisfaction concerning the quality of service or conduct of Search.Initiative Registrar. Examples of valid complaints include:

• Delays or errors in domain registration or renewal.
• Incorrect billing or payment issues.
• Unresolved technical problems.
• Poor communication or support response.
• Perceived unfair treatment or violation of our Terms and Conditions.
  Abuse-related complaints (e.g., spam, phishing, illegal content) are handled separately under our Abuse Policy.

How to Submit a Complaint

We encourage customers to contact our Customer Support Team first, as most issues can be resolved quickly through direct communication. If you still wish to file a formal complaint, please follow the steps below.

Step 1: Submit Your Complaint

Include the following details:

• Your full name and contact information.
• The domain name(s) or service(s) involved.
• A detailed description of the issue.
• Any supporting documents (invoices, screenshots, or correspondence).

Step 2: Acknowledgment

You will receive an acknowledgment within two business days confirming that your complaint has been received and assigned a case number.

Step 3: Investigation

A senior support representative or compliance officer will review your case, gather relevant information, and may contact you for clarification.

Step 4: Response

We aim to provide a full written response within five business days of acknowledgment. Complex cases may take longer, but you will always be informed of progress and expected timelines.

Our Commitment to Fairness

Every complaint is handled with impartiality, confidentiality, and respect. We ensure that:

• The investigation is conducted by a staff member not directly involved in the original issue.
• All decisions are based on verified evidence and documentation.
• Personal information is protected according to GDPR and our Privacy Policy.
  Our goal is to resolve issues fairly and restore customer satisfaction wherever possible.

Escalation Process

If you are not satisfied with the outcome of your complaint, you may request an escalation to a higher authority within Search.Initiative Registrar.

Internal Escalation

You can request that your complaint be reviewed by a Manager or Compliance Director. This request must be submitted in writing within 10 business days after receiving our initial response. We will re-evaluate your case and provide a final internal response within 10 additional business days.

External Escalation (Registry or Regulator)

If you are still unsatisfied after internal review, you have the right to escalate the matter to an external authority.

For .UK Domains

You can contact Nominet UK, the official registry for .UK domains. They provide an independent complaint and Dispute Resolution Service (DRS) for registrants and registrars.

For Other Domain Extensions

Disputes involving generic domains (.com, .net, .org, etc.) may be escalated under the ICANN Registrar Accreditation Agreement (RAA). Please note that registry-level complaints should only be filed after you have completed our internal process.

Timeframes

We strive to address all complaints promptly and transparently:

• Acknowledgment: within 2 business days.
• Investigation and response: within 5 business days.
• Complex cases: within 15 business days, with updates provided.
• Escalation review: within 10 additional business days.
  These timeframes ensure a fair and timely process for all parties involved.

Customer Responsibilities

To ensure efficient resolution, customers should:

• Provide clear, accurate, and complete details when submitting a complaint.
• Respond to follow-up questions or documentation requests.
• Maintain respectful communication with our staff.
  Failure to cooperate or provide necessary details may delay the resolution process.

Complaints Not Covered

The following are not considered valid under this policy:

• General inquiries or support requests.
• Anonymous or abusive submissions.
• Disputes already under legal investigation or handled by another authority.
• Spam or abuse reports (handled under the Abuse Policy).
  Such submissions may be redirected to the appropriate department for handling.

Confidentiality and Data Handling

All complaint-related data is treated as confidential. We collect and store information only for the purpose of resolving your case. We ensure that:

• Your personal data is handled securely and lawfully.
• Complaint records are retained for at least two years for quality review.
• Access to complaint data is restricted to authorized personnel only.
  All data processing complies with GDPR and our internal Data Protection Policy.

Monitoring and Continuous Improvement

We regularly review complaint statistics and outcomes to identify trends and areas for improvement. Our Quality Assurance Team monitors complaint handling performance and recommends corrective actions when needed. This feedback process helps us maintain transparency, accountability, and continuous service improvement.

Policy Updates

Search.Initiative Registrar may revise this Complaints Procedure to reflect changes in legal, operational, or regulatory requirements. The latest version will always be available on our website. By continuing to use our services, customers agree to comply with the most recent version of this policy.