Customer Service Level

If you need to contact us then you should use the secure ticketing system located in your control panel. This reduces the security checks we have to perform to ensure the authenticity of your request, and so will speed up the reply to your query. Should you not have access to your control panel then you can use the contact form located here. We may have to perform additional security checks before we can deal with your enquiry, and this can slow down our response.

In all instances we will acknowlege receipt of your query within one (1) working day. If the nature of your enquiry is straightforward we aim to provide a resolution to your query within one (1) working day from when we acknowledge receipt of your initial enquiry. On some occasions we may require further information to assist us in resolving your enquiry. For more complex issues we may need more time to investigate but we will let you know if this is the case.

Please refrain from submitting multiple requests for the same query, as this can impede our response times. If you wish to provide us with additional information to your initial query, then this acceptable.

Complaints

We take all complaints seriously and we’re commited to providing the best level of customer service. Should you feel that you are not entirely satisfied or have a particular concern you may contact us by using any of the following methods..

Website: Contact

Telephone:
+44 (0)208 819 3535

Post:
3DWeb
Kemp House
152 City Road
London
EC1V 2NX

Your Complaint

Please provide the following for any submission:

• Your name and contact details
• The domain name(s) concerned (where necessary)
• A clear description of your concern or complaint
• What steps you would like us to take to resolve the issue.

Abuse contact

If you suspect any of the domains administered by us are subject to abuse please contact us here

Domain Name Disputes

On rare occasions when you may have an objection or complaint relating to the registration or use of a domain name, in these instances please Contact us with full details and we will try to help you. If once you’ve contacted us you feel that we were unable to resolve your issue satisfactorily you may choose to file a complaint by using Nominet’s DRS (Dispute Resolution Service). Further details about this can be found on Nominet's website here Nominet DRS

Privacy

We take you privacy seriously and all correspondence will be treated with the uttermost confidentiality. No information or contact details submitted to us will be sent to or viewed by any third party other than 3DWeb without your prior consent.

Responses

We’ll send you acknowledgement of your complaint within 24 to 72 hours. We aim to resolve any issues you may have as soon as possible, however more complex problems may take a little longer. In any event you will hear back from us within a maximum of 10 working days. If once we have replied to you we do not hear back from you within a period of 20 working days we will presume you have managed to sort the issue and we will consider the matter resolved.

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