Last updated: February 2026
FXRM Services Ltd (company number 16676788) is committed to providing excellent service. This policy explains how to make a complaint, how we handle complaints, and what options are available if you are not satisfied with the outcome. This policy applies to all services provided by FXRM Services Ltd, including web hosting, email hosting, and domain registration services as an ICANN-accredited registrar.
To report abuse such as spam, phishing, malware, or illegal content hosted on FXRM infrastructure, please contact our abuse team directly. Abuse reports are handled separately from general complaints and will be investigated promptly.
At FXRM Services Ltd, we are committed to providing excellent service to all of our customers. We take pride in the quality of our hosting, email, and domain registration services, and we strive to exceed your expectations at every opportunity.
However, we recognise that sometimes things can go wrong. When they do, we want to hear about it so that we can put things right and improve our services for the future. We treat every complaint seriously and aim to resolve issues fairly, quickly, and transparently.
This policy sets out how you can make a complaint, what you can expect from us when you do, and what options are available to you if you remain unsatisfied with the outcome.
You can make a complaint through any of the following channels:
To help us investigate and resolve your complaint as quickly as possible, please include the following information:
Once we receive your complaint, we follow a structured process to ensure it is handled fairly and efficiently:
We will acknowledge your complaint within 2 business days of receipt. You will receive a unique complaint reference number for tracking purposes.
A member of our team will thoroughly investigate your complaint. This may involve reviewing account records, server logs, and correspondence. We may contact you for additional information during this stage.
We aim to resolve all complaints within 10 business days. If we need more time to fully investigate, we will keep you informed of our progress and provide an estimated resolution date.
You will receive a written response explaining our findings, the outcome of the investigation, and any action we have taken or propose to take. If applicable, we will outline any remedial measures or compensation offered.
As an ICANN-accredited domain registrar, complaints relating to domain name registration are subject to specific industry procedures and policies. The following subsections detail the processes applicable to different types of domain-related complaints.
If you believe a domain name has been registered in bad faith or infringes upon your intellectual property rights, you may file a complaint under the Uniform Domain-Name Dispute-Resolution Policy (UDRP). UDRP complaints are handled by approved dispute resolution providers, including the World Intellectual Property Organization (WIPO) and the National Arbitration Forum. We will cooperate fully with any UDRP proceedings as required by ICANN policy.
If you are experiencing issues with a domain name transfer, whether inbound or outbound, please contact us immediately. We follow ICANN's Inter-Registrar Transfer Policy and will investigate all transfer disputes within 5 business days. Common transfer issues include authorisation code problems, registrar lock status, and WHOIS contact verification failures.
If you believe that the WHOIS data for a domain name registered through FXRM is inaccurate or incomplete, you may report this to us. We will investigate the matter in accordance with our obligations under ICANN's Registration Data Accuracy requirements and take appropriate action, which may include contacting the registrant to correct the information or suspending the domain if the data cannot be verified.
For disputes involving .uk domain names (including .co.uk, .org.uk, and .me.uk), Nominet's Dispute Resolution Service (DRS) provides an independent resolution process. The DRS handles complaints about abusive registrations of .uk domain names. For more information and to submit a complaint, visit nominet.uk/disputes.
We understand that service disruptions can have a significant impact on your business. The following procedures apply to complaints relating to service outages, performance issues, and scheduled maintenance.
If you are experiencing a service disruption, please report it by opening a support ticket at our support portal. For urgent issues where services are completely unavailable, you may also contact us by phone on +44 (0) 330 788 2211. Please include the affected service, the nature of the disruption, and when you first noticed the issue.
We target 99.999% uptime across our hosting infrastructure. All scheduled maintenance is communicated to affected customers in advance via email and, where possible, is performed during low-traffic periods to minimise disruption. Scheduled maintenance windows are not counted as downtime for the purposes of our service level agreement.
Where downtime exceeds our SLA commitment, eligible customers may receive service credits. The following terms apply:
Following a service disruption, our resolution process includes the following steps:
If you are not satisfied with the initial response to your complaint, you have the right to escalate the matter through the following stages:
Reply to your complaint correspondence quoting your complaint reference number and request that the matter be escalated to a senior manager. You do not need to restate the full complaint; simply explain why you are dissatisfied with the response received and what outcome you would prefer.
A senior manager will review your complaint, including all previous correspondence and investigation findings, within 5 business days. They will provide a final written response detailing their assessment and any further action to be taken. This constitutes our final internal response.
If you remain unsatisfied after the senior manager review, you may pursue external dispute resolution options. Please see Section 7 below for details of the external bodies available depending on the nature of your complaint.
If we are unable to resolve your complaint to your satisfaction through our internal process, the following external options are available depending on the nature of your complaint:
If your complaint relates to how we handle your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):
We maintain comprehensive records of all complaints received, including the nature of the complaint, the investigation undertaken, and the outcome. These records are retained for a minimum of 3 years from the date of resolution.
Complaint records are used for the following purposes:
If you have any questions about this complaints policy or wish to make a complaint, please contact us:
Our team is here to listen and help resolve any issues you may have.