Complaints and Appeals
Domains
Codeframe Limited is committed to delivering the best possible service to all our customers. The following information sets out we shall work together.
CUSTOMER SERVICE LEVEL COMMITMENT
Codeframe Limited is committed to providing high standards of quality and service. We aim to answer any enquiries you may have as soon as possible Monday to Friday 9.00am -5.30pm. Any calls, messages or emails received outside of these times will be responded to as soon as possible on the next working day. If you have an enquiry about any aspect of our service you can contact us at hello@codeframe.co.uk or via the website here.
To address your enquiry, we may need further information from you. If we attempt to contact you for further information and you are unavailable, this may cause a delay in resolving your enquiry. You will be informed who is dealing with your enquiry and we aim to respond to general enquiries within one working day.
Codeframe Limited will endeavour to respond to your enquiry to your satisfaction however if you feel that you still have unresolved issues, please refer to the Codeframe Limited Complaints and Appeals procedure.
COMPLAINTS AND APPEALS PROCEDURE
We are committed to ensuring our customers receive a high standard of service and your comments are important to us. We will always want to put things right for you and ensure any permanent improvements that can be made, are made. We aim to do this quickly and efficiently.
Stage 1: Contact us
If you have a complaint about any aspect of our service, then we would like to hear from you. Many outstanding issues can be resolved informally by discussing them with a member of staff. The team member who deals with your query will aim to resolve any outstanding issues and reach an amicable resolution.
Stage 2: Escalating your issue
If the team member helping you is not able to assist please ask to speak to the Managing Director (MD) who is available during business hours but may not be immediately available. If the MD is not free, please provide your contact details to a staff member. We aim to respond to any escalated complaint within the hour.
Stage 3: Raising an appeal
As a valued client we will always take any problem you experience seriously and seek to resolve it in a timely manner. If you are not satisfied with the response provided, you can raise a formal appeal by writing to the address below, detailing your account details and the outstanding point.
Codeframe Limited
40rty Caversham Road
Reading
RG1 7BT
Your complaint will be acknowledged in writing or via telephone within 3 working days of receiving the complaint. An investigation will be carried out into the issues raised and a full response will be provided within 10 working days.
Where the issue is particularly complex it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a full response.
ABUSE
To raise a complaint about abuse you have received (such as phishing scams, spam emails etc), please contact us at abuse@codeframe.co.uk and we will investigate immediately.
RENEWAL OF DOMAIN NAMES
Codeframe Limited will send customers a reminder by email not later than 21 days before the domain is due for renewal. Codeframe will renew the domain automatically and invoice the customer in arrears, unless any fees already due in respect of the domain name have not been paid or the customer tells us not to renew the domain. Any instruction not to renew must be received not later than 14 days before the domain is due for renewal whether or not Codeframe has successfully contacted the customer pursuant to this clause.
EXPIRED DOMAIN NAMES
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 Codeframe Limited 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 want 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 by Nominet.
When a Domain is deleted (or “Dropped”) it follows the process outlined below:
- Expiry Grace Period – Starts on Expiry and lasts for 30 days. The domain name has expired but still exists and you are can still renew it with us.
- Redemption Grace Period – Commences after the Expiry Grace Period and lasts for 90 days. During this stage you are still able to renew it with us. At this point, the domain can be listed in a Drop List; a daily file published by Nominet featuring domains in the Redemption Grace (and Pending Delete) Period along with the exact date and time each will drop if not renewed.
- Pending Delete Period – Commences after the Redemption Grace Period and runs for 5 days. At this point, the domain still exists but is no longer renewable and is in a queue to be deleted. As for the Redemption Grace Period the domain is listed in the Daily Drop List.
- Domain Deletion – Occurring 95 Days after Expiry, the domain name is deleted at the appointed time and no longer exists. It is therefore available to anyone who wishes to register it.
Codeframe Limited cannot guarantee the renewal of a domain name after this happens.
TRANSFER OF DOMAIN NAMES
Codeframe Limited reserves the right to refuse to transfer a domain where any sum is due from the customer to ourselves in respect of that domain name. Where the customer wishes to transfer the ownership of its domain to a third party, Codeframe Limited may incur costs from its suppliers or the relevant naming authority and will be entitled to charge that cost on to the customer.
On request from a customer in writing, Codeframe Limited will transfer any .uk domain name on which any fees due have been paid that has been registered by us for that customer to an alternative registrar without charge. International domains on which any fees due have been paid will also be transferred on request in writing, but where Codeframe Limited incurs costs from its suppliers we will be entitled to charge that cost on to the customer.
Any domain name not registered through Codeframe Limited but subsequently transferred to ourselves is subject to our conditions. In submitting a request for a domain name to be transferred to Codeframe Limited, the customer warrants that it is the registrant of the domain name or is authorised to act for and on behalf of the registrant.
In the event of a dispute regarding the ownership of or any rights to a domain name transferred to Codeframe Limited, we reserve the right to take any and all necessary action to protect ourselves, including (without limitation) the right to give the registry key for the domain name to the registrant and/or to authorise the transfer of the domain name away from Codeframe Limited.
CUSTOMER OBLIGATIONS
The customer shall not use any domain name registered by Codeframe Limited on behalf of the customer to communicate, reproduce, transmit, store or knowingly receive any material that is unlawful, offensive, abusive, indecent, defamatory, racist, obscene, menacing or in breach of confidence, infringes the Intellectual Property Rights of or passes of as any third party.
The customer shall not provide incorrect or incomplete name, address, email address or telephone numbers or any other false information in relation to domain name registrations or otherwise enter information intended to conceal the customer’s identity. The customer further acknowledges that it is its responsibility to notify Codeframe Limited of any changes to its details and to ensure that those details provided are kept up to date.
The customer acknowledges that the registration and use of domain names is subject to the terms and conditions of the Relevant Naming Authority and accordingly agrees to be bound by them.
Codeframe Limited registers all .uk domains directly for the customer through Nominet UK. As a Nominet registrar, we are bound by their terms and conditions in doing so. Nominet terms and conditions are available at http://www.nominet.org.uk/uk-domain-names/registering-uk-domain/legal-details/terms-and-conditions-domain-name-registration
Codeframe Limited OBLIGATIONS
Codeframe will use its reasonable endeavours to obtain registration of the domain names requested. We do not warrant or guarantee that the domain name requested by the customer will be registered or be capable of registration and the customer should take no action in respect of the requested domain name until the customer has been notified that the requested domain name has been registered.
The customer acknowledges that any domain names registered by Codeframe Limited on the customers’ behalf may subsequently be suspended or cancelled by persons other than Codeframe.
If required by the customer, Codeframe Limited will host any domain name registered through Codeframe Limited on Codeframe’s name-servers and provide web redirection and email forwarding services provided always that the domain name is managed by Codeframe and Codeframe Limited remains the technical and billing contact. The customer acknowledges that if the domain is transferred to another registrar or management of the domain is transferred to another service provider or if the technical and/or billing contact is changed Codeframe Limited will no longer be under any obligation to host the domain and/or provide web redirection and/or email forwarding.
If the customer does not make use of the web redirection service for a domain, and does not have web hosting provided by Codeframe Limited under a separate contract, it will be redirected to a holding page or other website. The customer agrees that Codeframe may amend the content of any holding page or change the destination of any redirection is at its sole discretion. This does not in any way affect the customer’s right or ability to make use of the web redirection facility as and when the customer chooses until such time as the domain name licence has expired.
Codeframe Limited will comply with all applicable data protection legislation in relation to the personal details that the customer provides.