Complaints Procedure

1. Introduction

Varlox is committed to providing a high standard of service to all our customers. We take all complaints seriously and aim to resolve them promptly and fairly. This Complaints Procedure outlines the steps you can take if you are dissatisfied with any aspect of our domain registration or management services.

This procedure applies to all services provided by Varlox, including but not limited to domain registration, renewal, transfer, DNS management, and customer support.

2. How to Submit a Complaint

You may submit a complaint through any of the following channels:

• Email: Send your complaint to [email protected] with the subject line "Formal Complaint".
• Telephone: Call us at +34 645 478 767 during business hours (Monday to Friday, 9:00 — 17:00 CET).
• Written Correspondence: Send a letter to Varlox (Autonomo), Urb. Vistalmar Duquesa Norte 26a, Manilva, 29692, Spain.

3. Information to Include

To help us investigate and resolve your complaint as efficiently as possible, please include the following information:

• Your full name and account details (email address registered with Varlox)
• The domain name(s) related to the complaint, if applicable
• A clear and detailed description of your complaint
• The date(s) of the events giving rise to the complaint
• Any relevant supporting documentation, correspondence, or evidence
• The outcome or resolution you are seeking
• Your preferred method of contact for our response

4. Response Timeline

We are committed to handling all complaints within the following timeframes:

4.1. Acknowledgement

We will acknowledge receipt of your complaint within 2 business days. The acknowledgement will include a unique complaint reference number and the name of the person handling your case.

4.2. Investigation

We will conduct a thorough investigation of your complaint and provide you with a substantive response within 10 business days of acknowledgement. If the matter requires additional time due to its complexity, we will inform you of the expected timeline and provide regular updates.

4.3. Final Resolution

We aim to reach a final resolution within 30 business days of the initial complaint. Our resolution may include, as appropriate: an explanation of what occurred, an apology, corrective action, or other remedies as we deem fair and reasonable.

You will receive a written summary of our findings and the resolution in writing (via email or post, as per your preference).

5. Escalation Process

If you are not satisfied with our response or the resolution provided, you may escalate your complaint through the following steps:

5.1. Internal Escalation

Request that your complaint be reviewed by a senior member of our team by replying to the resolution email with "Request for Escalation" in the subject line. A senior review will be conducted within 10 business days.

5.2. External Escalation — Nominet

For complaints relating to .uk domain names, if you remain dissatisfied after exhausting our internal complaints process, you have the right to escalate your complaint to Nominet, the .uk domain registry. Varlox operates in accordance with the Nominet Registrar Agreement, and Nominet provides an independent complaints and dispute resolution process.

You may contact Nominet at:

• Email: [email protected]
• Website: https://www.nominet.uk/disputes/

Nominet's Dispute Resolution Service (DRS) provides a mechanism for resolving disputes about .uk domain names, including complaints about registrar conduct. Full details of the process, including applicable fees and timelines, are available on the Nominet website.

5.3. Other Registry Dispute Procedures

For complaints relating to other TLDs, you may also escalate to the relevant registry's dispute resolution body. For example:

• .eu domains: EURid ADR procedure (Czech Arbitration Court)
• .nl domains: SIDN dispute resolution
• .de domains: DENIC dispute resolution

6. Record Keeping

Varlox maintains records of all complaints received, including the nature of the complaint, the steps taken to investigate and resolve it, and the final outcome. These records are retained for a minimum of 3 years and are available for review by relevant regulatory authorities upon request.

7. Continuous Improvement

We regularly review complaints data to identify trends and areas for improvement. Your feedback is valuable in helping us improve our services and processes.

8. Contact

For questions regarding this Complaints Procedure, please contact us:

Varlox (Autonomo)
Urb. Vistalmar Duquesa Norte 26a, Manilva, 29692, Spain
Email: [email protected]
Phone: +34 645 478 767
VAT: ESY5460748X