Complaint and Abuse Report Procedure
Key-Systems, CentralNic Resellers registrar, aims to provide all customers with a high level of service. However, if for any reason you are not satisfied with our service or wish to report a case of one of our customers abusing our services, please contact the customer service supervisor or abuse handling specialist who will investigate and respond to your complaint or report. If you are not happy with the response and wish to make an escalated complaint, please follow our complaints procedure as detailed below. We give our commitment that your concerns will be fully investigated.
How do I file a formal complaint?
If you have made a complaint to the customer service supervisor and are not happy with the response that you receive then you can escalate your complaint. All complaints should be made to the customer support manager.
Please send your complaint to:
Key-Systems GmbH (CentralNic Reseller)
Customer Service / Abuse Department
Im Oberen Werk 1
66386 St. Ingbert
Fax: +49-6894 93 96 851
E-Mail: firstname.lastname@example.org for all customer service complaints
E-Mail: email@example.com for all abuse reports
Phone: +49-6894 93 96 850
What happens next?
When the customer support manager or abuse handling specialist has received your complaint, they will acknowledge it within two working days. We will then fully investigate your complaint and aim to respond within 10 working days. If the situation requires a longer investigation, we will contact you within 10 working days to inform you when you can expect our response. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.
What happens if I am not satisfied with the response I receive?
If you are not satisfied with the response that you have received from the customer support manager or abuse handling specialist, then you have a period of 20 working days from the date of our response to make an escalated complaint. If we do not receive an escalated complaint within 20 working days, we will consider the case resolved.
If you wish to make an escalated complaint, please ensure that you include details of your previous complaint, and reasons for your dissatisfaction. You should receive a final response within 10 working days.
All escalated complaints should be made in writing and include the following information:
- Please write "Complaint" clearly on the top of your letter or in the subject line of your e-mail.
- Your name and contact details and account information if appropriate
- The domain name(s) concerned (if appropriate)
- A clear description of your concern or complaint
- What steps you would like us to take to resolve the issue
When your complaint is received, it will be acknowledged within two working days. We will then fully investigate your complaint and aim to respond within 10 working days. If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.
We always welcome feedback on any aspect of our policy, procedures or services. If you would like to send us suggestions or comments please send these to firstname.lastname@example.org and they will be passed on to the relevant department or project team as appropriate. We value the opinions of our customers as we are always striving to improve our service level. Thank you for taking the time to help us towards that goal.