Customer Service Level Agreement

Please note we aim to respond to all correspondence with regards to domain name registration and renewal within 1 working day. We also aim to resolve any issues raised within 4 working days from the first point of contact (to allow for DNS changes etc. as necessary.) During busy periods these times may be extended, but we will always respond to notify you of a timescale for a resolution within the 1st working day.

Abuse Email

For all issues regarding email misuse or abuse, please email us at abuse@ems-uk.com with details of the issue you are experiencing.

Complaints & Escalation Process

We like to think we get it right all the time, every time but the truth of it is everyone gets it wrong from time to time. We can only improve on our services with valid feedback from you, our customers. If you wish to make a complaint about a service you have received, please submit an email to us at complaints@ems-uk.com including as much detail from the issue you have. We will acknowledge your complaint within 1 business day and aim to resolve any issues within 5 business days. If you’re not happy with the initial outcome of your complaint, you can escalate your complaint to a manager/director by emailing complaints@ems-uk.com.

You are also able to make a formal complaint about a registrar to Nominet (the .uk registry) here: http://www.nominet.org.uk/disputes/complaining-about-registrar/complaints-procedure

Key Terms – Renewal and Expiry of Domains

We charge £12 plus VAT per domain name which covers a 2 year period, this is also the renewal fee. We do not charge for cancellations, changes of registration or transfers.

We will email the contact of the account, 30, 15 and 1 day before your domain name is due to expire to ensure you have time to decide if you would like to keep the domain name.

Should you wish to keep the domain name, you simply need to notify us via email to domains@ems-uk.com or call us on 01428 751655. If you do not wish to renew please email domains@ems-uk.com or give us a call on 01428 751655. If you do not respond the domain name will not be renewed and will be suspended 30 days after the expiry date and cancelled after a further 60 day grace period.