Customer Service and Complaints Procedure

For all customers, registrants and affected service users

Last updated: 16 July 2026

1. Our commitment

1.1 F13 Limited aims to provide a professional, responsive and reliable service. If something goes wrong, we want to know about it and will make reasonable efforts to investigate the issue, explain our findings and provide an appropriate resolution.

1.2 This Procedure is free to use and applies to complaints about F13’s services, staff, billing, support, domain registration, hosting, email, connectivity, consultancy, installation, managed services and handling of personal information.

1.3 This Procedure applies to Consumers, sole traders, SMEs, larger organisations, public-sector customers, domain registrants and other people directly affected by our services. It does not remove or restrict any statutory, contractual or regulatory right.

2. Before making a formal complaint

2.1 Many service issues can be resolved quickly by contacting our normal support or customer service team. A request for technical support, a fault report or a billing query will not automatically be treated as a formal complaint unless you tell us that you are dissatisfied and want the matter handled as a complaint.

2.2 You may make a complaint from the outset if the matter is serious, has already been raised without satisfactory resolution, or you would prefer it to be recorded formally.

2.3 Suspected spam, phishing, malware, unlawful content, domain abuse or network abuse should normally be reported to abuse@f13.co.uk under our Acceptable Use and Abuse Policy. We will treat dissatisfaction about how an abuse report was handled as a complaint under this Procedure.

2.4 A dispute about who is legally entitled to a domain name may need to be dealt with through the relevant registry dispute procedure or a court. For .UK domains, this may include Nominet’s Dispute Resolution Service. A domain ownership dispute is different from a complaint about F13’s customer service.

3. How to contact us

3.1 You may complain by email, telephone or post. Email is usually the quickest method and provides a written record.

3.2 Email: complaints@f13.co.uk. You may also use office@f13.co.uk and put “Formal Complaint” in the subject line.

3.3 Telephone: +44 (0)114 361 0113.

3.4 Post: Complaints, F13 Limited, Unit 1, Whittington Moor Business Park, Sheffield Road, Chesterfield, S41 8LF

3.5 Website contact page: https://f13.co.uk/contact/.

3.6 Please tell us if you need this Procedure, our response or any part of the complaints process in an accessible or alternative format, or if you need a reasonable adjustment to communicate with us.

4. Information to include

4.1 Please provide your name, organisation (if applicable), contact details and any relevant customer, account, invoice, order, ticket or domain name reference.

4.2 Explain clearly what happened, when it happened, who you dealt with, what steps have already been taken and why you remain dissatisfied.

4.3 Include relevant correspondence, screenshots, invoices, test results or other evidence where available, and tell us what outcome you are seeking.

4.4 You may appoint another person to act for you. We may ask for reasonable evidence of their authority and may need to verify identity before discussing confidential account information or personal data.

4.5 You do not lose the right to complain merely because some information is unavailable. We will tell you if we reasonably need further information to investigate.

5. Stage 1 – initial complaint and investigation

5.1 We will record the complaint and allocate it to an appropriate person who was not solely responsible for the matter complained about, where reasonably practicable.

5.2 We will normally acknowledge a formal complaint within two working days and will always acknowledge a customer communication or complaint relating to our .UK registrar services within five working days.

5.3 We aim to investigate and provide a substantive response within 10 working days. Our response will explain, as appropriate, what we found, whether the complaint is upheld in full or in part, and any remedy or corrective action proposed.

5.4 If the matter is complex or depends on information from a supplier, registry, carrier, installer or other third party, it may take longer. We will update you within 10 working days, explain the reason for the delay and give a revised timescale. We will continue to provide reasonable progress updates.

5.5 Possible remedies include an explanation, apology, correction of records, completion or re-performance of work, restoration of service, account credit, refund, compensation where appropriate, process improvement or another proportionate remedy.

6. Stage 2 – escalation and final review

6.1 If you are dissatisfied with the Stage 1 response, you may request an escalation within 20 working days of that response. Please explain which parts remain unresolved and why.

6.2 The escalated complaint will be reviewed by a director or senior manager who was not the principal decision-maker at Stage 1, where reasonably practicable.

6.3 We will normally acknowledge an escalation within two working days and aim to issue a final response within 10 working days. If more time is required, we will explain why and provide a revised timescale.

6.4 Our final response will state our conclusions, any final remedy offered, and any external escalation route that applies to the type of service or complaint.

6.5 We may treat a complaint as closed if you accept the resolution, do not respond within a reasonable period after we request essential information, or do not request escalation within 20 working days. We may reopen it where fairness or new material evidence justifies doing so.

7. Complaints about .UK domain registrar services

7.1 F13 is responsible for handling complaints about the .UK registrar services it provides. We will acknowledge complaints and communications from registrar customers within five working days and will handle them through the two-stage process above.

7.2 After completing F13’s complaints process, a customer who remains dissatisfied about a .UK registrar service may ask Nominet Customer Services to review the issue.

7.3 Nominet Customer Services may be contacted by email at domainsupport@nominet.uk or by telephone on +44 (0)330 236 9470. Further information is available at https://nominet.uk/complaints/.

7.4 Nominet may ask for information, pass details of the complaint to F13 and investigate whether the registrar service has met applicable requirements.

7.5 Nominet’s customer complaint route is not a substitute for the .UK Dispute Resolution Service where the dispute concerns abusive registration, ownership or competing rights in a domain name.

8. Data protection complaints

8.1 A complaint about how F13 collects, uses, discloses, secures, retains or otherwise handles personal information may be sent to complaints@f13.co.uk with “Data Protection Complaint” in the subject line.

8.2 Our general commitment is to acknowledge complaints within two working days. In all cases, we will acknowledge a data protection complaint within the legally required period, take appropriate steps to investigate it without undue delay, keep you reasonably informed and tell you the outcome.

8.3 We may ask for information needed to identify the relevant data, verify identity or confirm authority where someone complains on another person’s behalf.

8.4 If you remain dissatisfied after giving F13 a reasonable opportunity to respond, you may raise the matter with the Information Commissioner’s Office. Information about doing so is available at https://ico.org.uk/make-a-complaint/.

9. Connectivity and communications complaints

9.1 This section applies where F13 supplies a public electronic communications service and the customer is eligible for the complaints and alternative dispute resolution protections in the applicable Ofcom rules.

9.2 We will investigate complaints fairly, keep appropriate records, provide this Procedure free of charge, and make reasonable adjustments or accessible formats available on request.

9.3 Where F13 supplies a communications service to which Ofcom’s alternative dispute resolution requirements apply, the relevant service information will identify the approved ADR scheme available to eligible customers and explain when a complaint may be referred to it.

9.4 Alternative Dispute Resolution is independent of F13 and is free to eligible customers. It does not prevent a customer from seeking independent legal advice or exercising other legal rights.

10. F13 Alternative Dispute Resolution for qualifying communications services

10.1 F13 will put the required approved ADR arrangements in place before accepting orders for any service for which membership is mandatory.

11. Complaints involving third-party services

11.1 Some F13 services depend on registries, sponsoring registrars, carriers, network operators, cloud providers, manufacturers, payment providers, installers or other suppliers. We remain responsible for handling your complaint about F13, but may need to obtain information from or refer a technical issue to the relevant third party.

11.2 Where another organisation is better placed to determine a matter, we will explain this and, where appropriate, provide or help identify the relevant contact or dispute route.

11.3 A third party’s involvement may affect the time needed to investigate, but we will continue to keep you reasonably informed.

12. Fairness, confidentiality and records

12.1 We will treat complainants fairly and will not reduce service quality or penalise a customer merely because they have made a complaint in good faith.

12.2 We will handle complaint information in accordance with our Privacy Notice and applicable law. Information may be shared where necessary with staff, advisers, insurers, suppliers, registries, regulators, ADR bodies, law-enforcement agencies or other competent bodies.

12.3 We will retain complaint records for an appropriate period to resolve the matter, meet legal and regulatory duties, monitor recurring issues and establish or defend legal rights.

12.4 We expect communications to remain lawful and reasonably respectful. Threatening, discriminatory, abusive or persistently disruptive conduct may result in reasonable restrictions on the method or frequency of contact, but we will continue to consider the substance of a genuine complaint fairly.

12.5 We may decline to reconsider a matter that has already received a final response unless new material evidence is provided or another legal or regulatory duty requires further review.

13. Urgent matters and legal rights

13.1 Use of this Procedure is not required before reporting crime, threats to life, serious safeguarding concerns, active cyber incidents or other urgent matters to the police, emergency services or an appropriate authority.

13.2 This Procedure does not prevent either party from seeking urgent court relief, using a statutory dispute process, exercising consumer rights or pursuing another remedy available by law.

13.3 Making a complaint does not suspend undisputed charges or other contractual obligations unless F13 agrees otherwise or the law requires it.

14. Contact and company information

14.1 Complaints email: complaints@f13.co.uk.

14.2 General enquiries: office@f13.co.uk.

14.3 Telephone: +44 (0)114 361 0113.

14.4 Postal address: Unit 1, Whittington Moor Business Park, Sheffield Road, Chesterfield, S41 8LF

14.5 F13 Limited is registered in England and Wales under company number 17045453.