Code of Practice

Firepages would like you to bring complaints to our attention.

If you are not satisfied with the outcome, You can contact us formally :

By post:

Firepages Mercury House Foxby Lane Gainsborough Lincolnshire DN21 1DY

Our satisfaction and resolution policy

You should first raise your issue with your account manager and make a formal complaint if you feel the matter was not fully resolved.

How to make a complaint

Detail as much information as you can regarding your complaint, including the timeline and any other aspects you would like to be considered.

Reviewing your complaint

We will examine your complaint. If we need to discuss any further details then we will contact you. Your complaint will be treated in confidence.

How long will it take?

The length of time will depend on the nature of your complaint and the issues you have raised. We aim to deal with all complaints within 28 days. Your communication will be acknowledged within 5 days.

What action will we take in response to your complaint?

If we decide that your complaint is justified, we will then decide what action we should take in response. We will always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible.

You are also able to make a formal complaint about a registrar to Nominet (the .uk registry) here: https://www.nominet.uk/resources/complaints/