Raise a complaint
Use the support form and select ‘Complaint’. If you already have a support reference, include it so the earlier correspondence can be reviewed.
Help us understand the issue
Providing clear information helps us review your complaint more effectively.
- Your details
- Your contact email and order or application reference.
- What happened
- Relevant dates, the service involved and earlier correspondence.
- Your requested outcome
- Explain what you would like us to review or resolve.
How the review works
We will review your complaint in a fair and transparent way.
- 1
Acknowledge
We confirm receipt and provide a reference.
- 2
Review
We consider the information and may ask for further details.
- 3
Respond
We explain the outcome, reasons and available next steps.
Still unresolved? Request escalation
Reply to the complaint correspondence and ask for a further review. Include your reference, what remains unresolved and any additional information.
Where practicable, a person not involved in the original decision will review the issue.
Prepare an escalation requestOther options remain available
You may seek independent advice or contact a relevant external complaints body. The appropriate route depends on the issue.
- IPELLIO service or payment issue
- Consider the relevant consumer protection or dispute-resolution pathway.
- Registry decision
- Check the registry’s own review process and deadlines.
- Domain registration dispute
- Check the applicable registrar or registry dispute process.
