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Complaints Escalation

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Complaints Escalation Procedure

We aim to give outstanding service and value for money, however we recognise that from time to time issues can arise that need to be escalated. We are committed to resolving any such issues as quickly and efficiently as possible. The following section gives information on how to contact us, and what to do if you have a complaint.

Step one: how to contact us
If you are unhappy with any of our services, or you feel that you have not received a satisfactory response from our Customer Support teams, you may send your complaint in writing to:

VelnetWeb Customer Support Manager
C/O Knightmaster Enterprises UK Ltd
Unit 1 Holly House
Queensway
Leamington Spa
CV31 3LU

Alternatively Velnet customers may email us at support@velnetweb.co.uk making sure that they include their support PIN number.

You should expect to receive a response to your query within 14 days of us receiving your correspondence.

Step two: what we will do
On receipt of your complaint our Customer Support Manager will thoroughly investigate any issues raised and propose a course of action for resolution.

Step three: if you are not satisfied
If you are not satisfied with the response you have received from us, you should send a letter detailing your complaint to:

Customer Experience Manager
Velnetweb
C/O Knightmaster Enterprises UK Ltd
Unit 1, Holly House
Queensway
Leamington Spa
CV31 3LU

You should expect to receive a response to your query within seven working days of us receiving your correspondence.

Step four: what we will do
On receipt of your complaint our Customer Experience Manager will thoroughly investigate any issues raised and propose a course of action for resolution.

Step five: further action in order to resolve your dispute
Once you have a response from our Customer Experience Manager, if you remain unsatisfied with our attempts to resolve the issue, you can contact Nominet on the following link: http://www.nominet.org.uk/registrants/maintain/complaints/

Overview of complaints escalation procedure

  1. You contact Customer Support Manager
  2. Customer Support Manager will investigate and propose a solution
  3. You contact Customer Experience Manager
  4. Customer Experience Manager will investigate and propose a solution
  5. You contact Nominet

Contact information

We are happy to answer any questions you may have regarding your Velnet services. Please note that any discussions with the Velnetweb are treated in strictest confidence, so we may need to ask you security questions to confirm that we are speaking to the right person.

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

Please note: by signing up for any of our services you agree to be bound by all Velnet terms and conditions.


Velnetweb is the trading name of Knightmaster Enterprises UK Ltd. Unit 1 Holly House, Queensway, Leamington Spa, CV31 3LU, United Kingdom