Customer service level agreement

How to contact us

Please contact us using one of the contact methods above about issues relating to domain names between 9am and 5pm Monday to Friday excluding bank holidays. Outside of those times we recommend you email We aim to respond to your contact within 1 business day and aim to resolve any issues you have within 2 business days. 

What are Generic Domain’s domain charges?

Generic Domain charge a flat fee of £12 per domain per year , for the purchase and renewal of any domain name. These charges cover the cost of purchase, set up and DNS management of the domain for the length of its life with us. how do we deal with expired and expiring domain name registrations? If a domain name is nearing expiration, Generic Domain will contact you to arrange renewal. This will generally be in the form of a renewal email 2 months prior to the domain expiring. If no response is made to the email, a second email would be sent followed by a phone call!

How can I renew a domain name and will I be charged for maintaining a domain name?

Should you wish to let us know of your desire to renew a domain, you can contact us at any time by emailing us at If you need to make any DNS alterations, you can log a support ticket by emailing help@ with details of your requirements. The cost for these changes are covered in your initial domain charges!

Will I be charged if I wish to move my domain to a different registrar or terminate the contract with you?

You will not be charged to transfer the domain. Simply provide us details of the new registrar and their IPS TAG, and we will make the TAG change for you. If you wish the let the domain expire, we simply will not renew it. Please also be aware of our domain providers Terms and Conditions of Domain Name Registration before you enter contract or renew a domain with Generic Domain.

Complaints procedure

We like to think we get it right all the time, every time but the truth of it is everyone gets it wrong from time to time. We can only improve on our services with valid feedback from you, our customers. If you wish to make a complaint about a service you have received, please submit an email to us at including as much detail from the issue you have. We will acknowledge your complaint within 1 business day and aim to resolve any issues within 5 business days. If you’re not happy with the initial outcome of your complaint, you can escalate your complaint by calling the office on 02034889378 and speaking to one of our Managers/Directors. You are also able to make a formal complaint about a registrar to Nominet (the .uk registry) here:

Abuse complaints

For abuse complaints, such as phishing scams and spam emails please email

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