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Xgeneration Complaints Prodedure

Complaints

We’re committed to treating everyone who deals with Xgeneration with respect and courtesy – and will do all we can to make sure you’re satisfied with the services we offer.

Sometimes, you may feel that we, or one of our services has let you down. If this is the case, please let us know so we can try to fix things. Rest assured, we’ll make sure your complaint is fully investigated and work towards a speedy resolution

 

COMPLAINING ABOUT XGENERATION LTD (XGEN)

When you have a complaint about XGEN, your first port of call should be our Customer Service Team. You can contact them, free of charge, on 0800 999 4004 or via email using helpdesk@xgeneration.co.uk.

If you’d rather post us your complaint, the address is:​

Head of Customer Services
Xgeneration Ltd
Unit 6, Vicarage Farm
Halliford Road
Sunbury-upon-Thames
Middlesex
TW16 6DW
 

OUR NEXT STEPS

We’ll acknowledge your complaint within two working days of receiving it. We’ll then look into the issue and aim to respond within 10 working days. If it requires a longer investigation, we’ll get in touch within those 10 working days to let you know when you can expect us to respond.

If we don’t hear from you again within 20 days of our response, then we’ll consider the matter resolved. We keep all complaints on file to help us monitor the numbers and types of complaints we receive and, where needed, make changes to our systems and services in response to your feedback.

 

TAKING YOUR COMPLAINT FURTHER

You might feel that the response you received from our Head of Customer Services didn’t resolve your complaint. In which case, you should escalate it to our Managing Director.

When making an escalated complaint, please make sure you include full details of your complaint, including the reasons why you aren’t happy with how we’ve dealt with it so far. All complaints to our MD should be made in writing and emailed to complaints@xgeneration.co.uk. They should include the following information:

  • Your name and contact details
  • A clear description of your concern or complaint
  • What steps you would like us to take to resolve the issue

Please also remember to write ‘Complaint’ clearly in the subject line of your email. We’ll acknowledge your complaint within two working days, and come back to you with our final response within 10 working days. If we think it will take longer than this to look into it properly, we’ll get in touch within these 10 working days to let you know when you’ll get our final response.

 

OUR COMMITMENT TO OUR STAFF

We’re dedicated to providing our customers with the best service possible. And we’re also committed to providing our staff with a safe and appropriate working environment. They 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.

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

COMPLAINING ABOUT ABUSE

 

If you have a problem with a Domain or Service that is related to a customer of Xgeneration. Please inform us with as much details as you can supply via our abuse email account. This account is monitored daily and you will recontacted with in 48 Hours. abuse@xgeneration.co.uk

Have a suggestion or comment, rather than a complaint?

We always welcome feedback on any aspect of our policy, procedures or services – it helps us to see where we could do things differently. Please send any comments or suggestions to justathought@xgeneration.co.uk – these will be passed on to the department or project team as soon as possible.


COMPLAINING ABOUT XGENERATION THE REGISTAR (TAG XGENERATION)

Registrars across the .uk market use a whole range of different operating models. So in many cases, if you aren’t happy with how your registrar works, the simplest thing to do is find one who is better suited to you. However, all registrars are required to comply with Nominet’s Registrar Agreement, and if you believe your registrar has broken these terms, it’s important to let them know.

SUMMARY OF NOMINET’S REGISTRAR AGREEMENT

The 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 a Nominet registrar isn’t complying with the Registrar Agreement, we will investigate the complaint and take steps to remedy the situation. Here’s what you need to do:

  1. Contact the registrar direct and ask them to resolve the issue.
  2. If the registrar doesn’t give you a satisfactory response, you can take the complaint to our Customer Services Team. Either call them on 01865 332244 or email to nominet@nominet.org.uk. If you’re happy for us to pass on the information you supplied in your complaint to the registrar in question, we will investigate the issue and get back to you with our findings. We may ask you to sign a declaration that the information you supplied is accurate.
  3. If you’re not happy with how our Customer Services Team handle your complaint, please pass it on to the Head of Customer Services at complaints@nominet.org.uk. You can find out more about the Nominet complaints process, including how to take your complaint further.