Complaints and Legal Notices

1. How to raise a complaint

If you have a complaint about our services, our team or the way we have handled something, please contact us by email at legal@domandigital.co.uk. Please include:

• Your name and, if relevant, your business name.
• The project or matter the complaint relates to (e.g. project name, domain, or reference).
• A clear description of what happened and what you are concerned about.
• What outcome or resolution you are seeking.

We will treat your complaint seriously and follow the process below.

2. What we consider a complaint

We treat as a complaint any expression of dissatisfaction about our service delivery, quality of work, communication, billing, or the behaviour of our team that you want us to look into and respond to. That includes concerns about missed deadlines, quality issues, misunderstandings about scope, or how we have communicated. Matters largely outside our control (e.g. third-party outages, force majeure) may not be resolved as a service complaint, but we will still explain and help where we can.

3. Our process and timescales

• Acknowledgement: We aim to acknowledge your complaint within 2 business days of receiving it. We will confirm we have received it and tell you who is looking into it.
• Investigation and response: We aim to complete our investigation and send you a substantive response within 10 business days. If we need longer (e.g. to gather information or speak to the team), we will let you know and give you an expected date.
• Our response: We will explain what we have found and what we propose to do (e.g. an apology, a corrective action, a partial refund where appropriate, or an explanation if we do not agree with the complaint). We will also tell you about escalation if you are not satisfied.

4. Escalation

If you are not satisfied with our first response, you can ask for your complaint to be escalated. We will arrange for a senior review and will propose next steps (e.g. a further response, a call, or mediation). We will explain how to take the matter further if it cannot be resolved between us (e.g. through a relevant trade body or dispute resolution scheme, or through the courts where applicable).

5. Legal correspondence and formal notices

For formal legal correspondence, service of documents, or notices that need to be sent to the company in a legally effective way, please use the following details:

For day-to-day enquiries, complaints and general contact, hello@domandigital.co.uk and legal@domandigital.co.uk are appropriate. For data protection requests or privacy concerns, use Data@domandigital.co.uk.

6. Professional conduct

We will treat you fairly, respectfully and in good faith when handling your complaint. We expect the same from you. We reserve the right to restrict communication to written channels (e.g. email only) if behaviour becomes abusive, threatening or unreasonably repetitive, and to take further action if necessary.

7. Data protection complaints

If your concern is about how we have processed your personal data, you can contact us at Data@domandigital.co.uk. You also have the right to complain to the UK Information Commissioner's Office (ICO). See our Privacy Notice for ICO contact details and your data protection rights.

8. Record-keeping and confidentiality

We will keep a record of your complaint and our response for legitimate business and legal purposes. We will keep the details confidential except where we need to share them (e.g. with professional advisers, or where required by law).

9. Contact summary

General enquiries: hello@domandigital.co.uk or +44 20 3835 5910. Complaints and legal notices: legal@domandigital.co.uk. Data protection: Data@domandigital.co.uk. For our other policies, see /policies.