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.UK Domain Names Complaint Handling Print

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Customer Complaints Policy

At ROUTE AFRICA we strive to maintain absolute customer satisfaction with a value for money service, good support from a modern system managed by highly experienced datacenter staff. However, sometimes things can go wrong. In order to get any issue resolved in the quickest possible way we make available our Customer Complaints Policy.

Contact Us

When you wish to make a complaint, please visit our support page and complete the form. This information will be forwarded to our support office who will review your complaint and then decide to which department to forward it to. You will receive an email within 24 hours to confirm receipt of your complaint and a short message explaining when and how we are going to deal with it. You can also send us an email at

If we did not resolve your complaint to your satisfaction

If we have not been able to resolve your issue to your satisfaction you must submit a Formal Complaint in writing and sent it to our office. You should include your postal address and as much information as you can, including a name or names of staff with whom you spoke over the phone or via email, as well as any ticket number, the date and time when you first contacted us and full details about the problem you wish to complain about. Send this to:


What we will do

All written complaints are reviewed by a senior member of staff, manager or director within 72 hours after which time we will write to you to recommend a course of action with a resolve within 15 days of the date of our letter.

We take complaints very seriously, as they enable us to identify weaknesses in our services which will help us to continue to improve our service.

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