Complaint and Abuse Report Procedure

The Pan Domains registrar aims to provide all customers with a high level of service. However, if for any reason you are not satisfied with our service, or wish to report a case of one of our customers abusing our services, please contact the customer service supervisor or abuse handling specialist, who will investigate and respond to your complaint or report. If you are not happy with the response and wish to make an escalated complaint, please follow our complaints procedure as detailed below. We give our commitment that your concerns will be fully investigated.

How do I file a formal complaint?

If you have made a complaint to the customer service supervisor and are not happy with the response that you receive, then you can escalate your complaint. All complaints should be made to the customer support manager.

Please send your complaint to:

What happens next?

When the customer support manager or abuse handling specialist has received your complaint, they will acknowledge it within two working days. We will then fully investigate your complaint and aim to respond within 10 working days. If the situation requires a longer investigation, we will contact you within 10 working days to inform you when you can expect our response. Your complaint will be kept on file for two years after the matter is closed, after which we keep only anonymised statistics on the number and types of complaints we receive.

What happens if I am not satisfied with the response I receive?

If you are not satisfied with the response that you have received from the customer support manager or abuse handling specialist, then you have a period of 20 working days from the date of our response to make an escalated complaint. If we do not receive an escalated complaint within 20 working days, we will consider the case resolved.

If you wish to make an escalated complaint, please ensure that you include details of your previous complaint and the reasons for your dissatisfaction. You should receive a final response within 10 working days.

All escalated complaints should be made in writing and include the following information:

• Please write “Complaint” clearly on the top of your letter or in the subject line of your e-mail.
• 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

When your complaint is received, it will be acknowledged within two working days. We will then fully investigate your complaint and aim to respond within 10 working days. 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. Your complaint will be kept on file for two years after the matter is closed, after which we keep only anonymised statistics on the number and types of complaints we receive.

Further Feedback

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 tofeedback@pandomains.com and they will be passed on to the relevant department or project team as appropriate. We value the opinions of our customers, as we are always striving to improve our service level. Thank you for taking the time to help us towards that goal.