As a .UK registrar Trusted IT Ltd are bound by the Nominet Registrar Agreement and Good Practice Terms. You can read these documents on the Nominet web site at: http://www.nominet.org.uk/go/terms.
In buying a .uk domain name you understand that you are also making a contract with Nominet, rather than ourselves – our charges in acting as your agent are for looking after this domain name for you and providing the services to enable you to use it effectively. You remain the owner of the domain name and can transfer its management to other agencies at any time. Your contract is with Nomnet and subject to their Terms and Conditions.
Additionally please find our domain name guidance below.
We handle domain renewal automatically. We will typically send out invoices after renewal, to the emails to the email address on the account, it is the registrant’s responsibility to make sure their contact details are up to date.
However if a domain is not renewed before it’s expiry date, you will have up to 30 days to renew the domain name. After 30 days your domain will be suspended which means all services will stop and will go into a 60 day grace period which you can still renew your domain name. If the domain name is not renewed, it will be cancelled and deleted from the register after 90 days and made available for resale.
Customer Service level Agreement for .uk Domain Registration
We offer currently offer a Service Level Agreement of 4-5 days for any issues with our customers domains and services. With regards to domain renewal, we set all domains to automatically renew unless specifically requested not to.
Complaints and Escalation Process
If you wish to raise a complaint about the services we provide, please contact us at firstname.lastname@example.org with as much detail about the issue you have. Alternatively, you can ring us on 0161 938 8000. We will investigate your complaint immediately. We will acknowledge your complaint within 1 business day and aim to resolve any issues within 5 business days.
If the issue you are having with the service we provide is impacting your business, we will prioritise your issue to the top of the queue and aim to fix the issue within 6 hours.
You are also able to make a formal complaint about a registrar to Nominet (the .uk registry) here.
Should suffer from any abuse (spam emails, phishing scams), please contact us using either method described above. We will review your issue as soon as possible and aim to resolve any fault within 5 business days.
Trusted IT Ltd is committed to making sure customer WHOIS data is currently set to the legal domain registrant/owner. We request that all registrants contact us when this information/address needs updating.
Transfer / Cancellation
If you would like to transfer your domains away from our service, you can do so at any time. With regards to moving your domain(s) to another registrar, you can also do this at any time however there will be a charge of £12 (inclusive of VAT). This cost is per transfer, not domain so you may transfer as many domains as required.