NameHog Complaints Procedure

Support :: Complaints Procedure

NameHog firmly and passionately believes in delivering the best possible customer experience to all of our customers. In the event that you should you have an issue with any aspect of our products or services that we are providing you with, there are a number of ways that we can try to resolve your query without you having to wait too long. The best way to resolve any problems is on the telephone with a member of staff in the relevant department. If the member of staff you are speaking with is unable to help you or resolve your problem, ask to speak to a Team Leader, who will try to resolve your query there and then for you. If a Team Leader is unavailable or not able to assist you, we can arrange a telephone call to you at the earliest opportunity when convenient.

In the event that after you have complained, you remain dissatisfied with the solution or explanation offered to you in return, we request you raise a formal complaint to us by writing to the below address:

On receipt of your complaint to our Customer Services Department, we will thoroughly investigate any issues raised and propose a course of action for resolution to your issue.

You are also more than welcome to make a formal written complaint to us in the first instance instead of contacting us via telephone or email should you wish to do so. The NameHog Customer Care Team always investigates any issues quickly and efficiently with a focus on providing good customer care. To enable us to help us respond to your complaint effectively and without delay, you should include the following information in your complaint as appropriate:

	Your NameHog customer account number
	Your unique support ticket reference number(s)
	A written summary of the issue(s) that you wish our response to address
	A record of all related communications (email / telephone) with NameHog

NameHog will respond to you by sending a letter or email, depending on the most appropriate communication method or depending on which you have asked for. All written complaints within 48 hours of receipt. We aim to resolve any customer complaints within 7 to 10 working days. This process may be lengthened if further investigation or correspondence are required by you or a third party. Should the resolution to your complaint take longer than 10 working days, Namehog will contact you with progress and update as needed. In the event that you remain dissatisfied with NameHog's response, you may request in writing only, to the Customer Care address above that the matter be escalated to a more senior level, for a review who will deal with your complaint as quickly as possible. If we still have been unable to resolve a complaint satisfactorily after three months we will refund you 75% of your annual fee that you have paid to us.