In common with other UK registrars, Konnex Networks is required to comply with Nominet's Registry-Registrar Agreement - copy of which is provided below. If you believe Konnex Networks' has broken these terms, it’s important initially contact us via our contact form and we will respond within 48 hours. However, this complaints procedure also identifies how the case may be taken further. 

About Nominet's Registry-Registrar Agreement (RRA)

Nominet's Registry-Registrar Agreement was written specifically to counter common subjects of complaint we received from registrants and registrars alike. These include:

• Registrars not transferring domain names when requested

• Registrars not making service and transfer charges clear on their websites or contract documents

• Service timescales not being stated clearly

• Registrars registering domain names in their own name without the explicit permission of the registrant

• Resellers not providing the same level of service as the registrar to which they are contracted

• Registrars not making registrants aware of our terms and conditions and how they impact on our relationship with both parties

If you’ve experienced any of the problems above, or have been made aware that Konnex Networks is not complying with the Registry-Registrar Agreement, we will investigate the complaint and take steps to remedy the situation. Here’s what you need to do:

1. Contact Konnex Networks direct and request a resolution to the issue. We should respond within 48 hours

2. If the response from Konnex Networks does not give you a satisfactory response, you can take the complaint to Nominet's Customer Services Team. Either call them on +44 (0) 330 236 9470 or email to nominet@nominet.uk. Nominet will ask if you are happy for them to pass on the information you supplied in your complaint to Konnex Networks and will investigate the issue and get back to you with their findings. They may ask you to sign a declaration that the information you supply is accurate.

3. If you are still not happy with how Nominet's Customer Services Team handle your complaint, please pass it on to the Head of Service Delivery at complaints@nominet.uk. You can find out more about the Nominet complaints process, including how to take your complaint further.

Complaints not related to the Registry-Registrar Agreement

If your complaint is not about a breach of Nominet's Registry-Registrar Agreement, you should take it directly to Konnex Networks. If you don’t feel that we have resolved your complaint, one of the following authorities might be able to help you further:

• Advertising Standards Authority

• Citizens Advice Service

• Information Commissioner’s Office

• Internet Service Providers’ Association (ISPA)

• The Competition and Markets Authority (CMA)

• Trading Standards Institute 

​

Further Information

The attached document provides the Nominet UK Registry-Registrar Compliance agreement accepted by Konnex Networks as part of its conditions to provide UK Domain Name registrations with Nominet. Should you have any issues with the UK domains that we provide you with, please contact us via the Contact form and we will endeavour to resolve your issue within 48 hours.