Complaints and Appeal Procedures - HostMaria

Complaints and Appeal Procedures

At HostMaria, we are committed to providing professional, transparent, and timely support to all customers and registrants. This Complaints and Appeal Policy outlines how you can raise concerns and how we handle and resolve complaints fairly and promptly.

1. How to Submit a Complaint

You may submit a complaint to us using one of the following methods:

2. What to Include

To help us investigate and resolve your complaint efficiently, please include:

  • Your full name and contact information
  • Details of the service or domain in question
  • A clear description of your concern
  • Any relevant supporting documentation

3. Our Response Timeline

  • Acknowledgement: Within 3 working days
  • Resolution or full update: Within 10 working days

If we need more time, we will keep you informed and updated throughout the process.

4. Escalation and Appeals

If you are unsatisfied with the outcome of your complaint, you may escalate the issue by replying to our decision or requesting an internal appeal. Escalated complaints are reviewed by senior management and handled impartially.

5. External Review

In cases related to .UK domain name services, if you remain dissatisfied after internal escalation, you may contact Nominet for external dispute resolution. More information is available at nominet.uk.

For cases related to .LV domain names, you may submit a complaint to NIC.LV by following their Alternative Dispute Resolution (ADR) procedure. This process is designed to handle disputes such as domain registrations that infringe on trademarks, are made in bad faith, or where the registrant lacks legitimate interest. More information is available at nic.lv/adr.

6. Review and Updates

This policy is reviewed annually and was last updated on 22 May 2025.

Thank you for helping us maintain high service standards.