Complaints & appeal procedures

How to raise a concern about our service, and what to expect next.

Pulse Digital Enterprises Ltd (trading as Pulse Digital Marketing) aims to provide a high level of service across SEO, PPC, websites, hosting and domain-related work. If something has gone wrong, we want to hear about it so we can put it right and improve how we work.

This page describes our internal complaints and escalation process. It also explains how complaints that relate to .UK domain names and Nominet fit in, as we are a Nominet member and register and manage .UK domains in line with Nominet’s rules.

Before you make a formal complaint

In many cases the quickest resolution is to speak to us informally first. Contact us by email or phone and we will try to resolve the matter with you directly.

Please include your name, preferred contact details, and a clear description of the issue. If the matter concerns a domain name, include the full domain name (for example example.co.uk).

Formal complaint

If you are not satisfied after an informal approach, or you prefer to complain in writing from the outset, you may make a formal complaint. Formal complaints are handled by management so they can be investigated properly.

Send your complaint by email to sales@pulsedigitalmarketing.co.uk with “Complaint” in the subject line, or write to us at the contact details above.

What happens next

  • We will acknowledge your complaint within two working days of receiving it.
  • We will investigate and aim to send a full response within 10 working days.
  • If we need longer (for example to obtain information from a supplier or registry), we will contact you within those 10 working days to explain why and when you can expect a full reply.
  • We keep records of complaints to monitor trends and improve our service.

Escalation

If you are not satisfied with our response to your formal complaint, you may escalate it in writing to the Managing Director. You have 20 working days from the date of our response to do this; if we do not hear from you within that time, we will treat the matter as closed unless you tell us otherwise.

Please include: your name and contact details; what happened previously; a clear description of why you remain dissatisfied; and what outcome you are seeking. Mark your email or letter clearly as “Complaint – escalation”.

Escalated complaints are acknowledged within two working days and we aim to respond in full within 10 working days, or to contact you within that period if we need more time.

.UK domain names & Nominet

Pulse Digital Enterprises Ltd is a member of Nominet (the .UK registry). We register and manage .UK domain names in accordance with Nominet’s terms, policies and the contractual framework that applies between Nominet, registrars/tag holders and registrants.

If your complaint is about how we have applied Nominet’s rules, transfers, charges, registrant details, or similar issues covered by the agreement between Nominet and registrars, Nominet publishes a registrar complaint process. In outline (and subject to Nominet’s current wording on their site):

  • First, contact us using the procedure on this page so we can try to resolve the issue.
  • If you believe we have not complied with Nominet’s Registry–Registrar Agreement (RRA) or related obligations, you may raise the matter with Nominet’s Customer Services — see Nominet – Complaints for the current process, including telephone and email contacts.
  • Nominet explains how complaints are handled and how to escalate within Nominet if you remain dissatisfied. We recommend reading their page in full: nominet.uk/complaints.

If your issue is not about a breach of the RRA or Nominet’s registry rules (for example a general commercial dispute), it should be addressed between you and us in the first instance; regulators or advice bodies such as Citizens Advice may be able to help in some situations. Nominet lists examples of other organisations on their complaints page where appropriate.

Disputes about who should hold a .UK domain (for example trade mark or rights-based disputes) may fall under Nominet’s Dispute Resolution Service and related policies. Details are published by Nominet; start from Nominet’s complaints and policy information and follow the links that apply to your situation.

Conduct

We will treat you with courtesy and we ask the same in return. Abusive or threatening behaviour may limit how we can respond or lead us to insist on written contact only.