Complaint procedure and domain-
abuse reporting procedure
RegistryGate strives to provide its customers with the highest possible quality of service. However, if for any reason you are dissatisfied with the service you have received from us or wish to report that one of our customers is misusing our services, please contact our customer service representative or domain abuse analysis specialist who will investigate and respond to your complaint or report. If you remain dissatisfied with this response and wish to make an escalated complaint, please follow the complaints procedure below. We assure a comprehensive investigation of your request.
How do I file a formal complaint?
If you are not satisfied with the handling of your problem by our support team, you can file an escalated complaint. All complaints should be addressed to the Customer Service Officer.
Please direct them to:
RegistryGate GmbH
Customer Service / Dept. Domain abuse
Wilhelm-Wagenfeld-Str. 16
80807 München
Fax: +49 89 – 55 06 11 99
E-mail: service@registrygate.com for all complaints through Customer Service
E-mail: abuse@registrygate.com for all domain abuse reports
Or contact us: +49 1805 – 73 44 37
What happens next?
When the Customer Service Officer or Domain Abuse Analysis Specialist has received your complaint, we will acknowledge receipt within 2 working days. We will conduct a thorough investigation of your complaint and aim to send a response within 10 working days. If the situation requires a longer investigation, we will inform you within 10 working days and let you know by when you can expect our response. Your complaint is stored to give us an overview of the number and type of complaints.
And if I am not satisfied with the answer?
If you are not satisfied with the response from the customer service representative or domain abuse analysis specialist, you have 20 working days from the date of our response to file an escalated complaint. If we do not receive an escalated complaint within 20 working days, we will consider the matter closed.
If you wish to file an escalated complaint, please include the details of your previous complaint and the reasons for your continued dissatisfaction. You will then usually receive a final response from us within 10 working days.
We request that all increased complaints be made in writing, with the following information attached:
- Name and contact details
- The domain name(s) being affected
- A detailed explanation of your problem or complaint
- What steps you expect us to take to solve the problem
- The term “complaint” clearly above the letter text or in the subject line
RegistryGate GmbH
Complaints escalation
Wilhelm-Wagenfeld-Str. 16
80807 München
Fax: +49 89 – 55 06 11 99
E-Mail: service@registrygate.com
And if I am not satisfied with the answer?
Once your complaint has been received, its receipt will be acknowledged within 2 working days. We will conduct a thorough investigation of your complaint and aim to send a response within 10 working days. If the situation requires a longer investigation, we will inform you within 10 working days and let you know by when you can expect our response. Your complaint is recorded to enable us to keep a history of the number and nature of complaints.
What happens next?
We are always grateful for feedback of all kinds on our processes, services and conditions. If you would like to send us suggestions or comments, please send them to service@registrygate.com. We will then forward them to the relevant department or project team. Your opinion is important to us, as we are constantly striving to further improve our service quality. We are therefore grateful to you for taking the time to do so.
