napair

Complaints Procedure

If you are unhappy with the service you have received from Napair, you can submit a complaint using the contact details below.

Last updated: 2026-05-23

How to complain

Complaints may be submitted by:

What to include

Please include:

  • Your name
  • Your contact email
  • The domain name concerned, if applicable
  • Your customer account reference, if available
  • A clear description of the issue
  • Any supporting documents, screenshots or correspondence

Acknowledgement and response timeframe

Napair will acknowledge receipt of complaints within 2 working days. We will investigate and aim to provide a full response within 5 working days. If the complaint requires more time, we will update you and provide an estimated timeframe for resolution.

Escalation

If you remain unhappy after our initial response, you may request escalation to a senior member of the Napair team. Napair will review the matter and provide a further response.

.UK domain complaints

For unresolved .uk domain-related matters, customers may be able to contact Nominet where appropriate.