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Customer Service, Domain Abuse Reporting & Complaints

CUSTOMER SERVICE

At NSM I.T Services, we take pride in delivering reliable IT and managed services backed by professional support, transparent processes, and accountability.


This page explains how we handle customer queries, report domain abuse, and manage complaints relating to our services or domains managed under our Nominet TAG.

RESPONSE TIMES TO QUERIES

We aim to deliver responsive, high-quality support to all customers. Whether you’re raising a service ticket, requesting technical assistance, or making a general enquiry.



OUR STANDARD RESPONSE COMMITMENTS


  • Business Hours: Monday–Friday, 9:00 AM – 5:00 PM (excluding public holidays).
  • Initial Response Time: We will acknowledge all new queries within 1 working day.
  • Full Response / Resolution Target: We aim to provide a full response or meaningful update within a maximum of 5 working days.


HOW TO CONTACT US


  • Email: support@nsmit.co.uk
  • Phone: 0208 302 2626 (Option 2 for urgent or business-critical issues).
  • Out-of-Hours: Customers with a managed service agreement or enhanced SLA should refer to their support contract for emergency contact details and guaranteed response times.


We continuously monitor response and resolution performance to ensure compliance with our Service Level Agreements (SLAs).

REPORTING DOMAIN OR NETWORK ABUSE

We are committed to maintaining the integrity and security of the domains and network resources we manage.


If you believe a domain registered or managed by us is being used for abusive or malicious activity, such as phishing, spam, fraud, malware, or other forms of online abuse please report it immediately.

HOW TO REPORT ABUSE


  • Email: abuse@nsmit.co.uk].
  • Subject Line: “Domain Abuse Report – [domainname.co.uk]”.
  • Include the Following Information were possible :
  • The domain name(s) involved.
  • A detailed description of the issue (e.g. spam email, malware, impersonation).
  • Any evidence or logs (email headers, screenshots, URLs, etc.).
  • Your contact details, for a memebr of the team to responsed as required


OUR PROCESS


  • We will acknowledge receipt of all abuse reports within 1 working day.
  • Each report is assessed by our technical and compliance teams.
  • Where appropriate, we will investigate, suspend, or take other remedial actions in accordance with our Acceptable Use Policy, Nominet Terms, and UK law.
  • We will cooperate with law enforcement and industry partners in cases of verified abuse.


MAKING A COMPLAINT

We want all our customers to be satisfied with our services.However, we understand that sometimes things may not go as expected.
If you are unhappy with any aspect of our service, our team will take your concerns seriously and work to resolve them quickly and fairly.



HOW TO MAKE A COMPLAINT


When you have a complaint about NSM I.T Services, we ask that your first point of contact, is to call through and request to speak to a member of the team who will be more than happy to discuss the complaint. You can contact them on +44 (0) 208302 2626 or enquiries@nsmit.co.uk.


If you don’t feel they’ve resolved the issue, please take your complaint to the senior leadership team via the following options;


  • Email: complaints@nsmit.co.uk
  • Post: NSM Sidcup Ltd, Complaints Department, The Mews, Hatherley Rd, Sidcup, Kent, DA144BH.
  • Information to Include:
  • Your name, company name, and contact details.
  • Details of your concern or issue.
  • Any supporting correspondence or documentation.
  • The service or domain name affected.



COMPLAINT HANDLING PROCESS


  • We will acknowledge your complaint within 1 working day.
  • A senior member of our team will review and investigate the matter.
  • We will provide a full written response within 5 working days.
  • If additional time is required for complex issues, we will notify you and keep you informed of progress.


If you are not satisfied with our response and your complaint relates to a .uk domain name, you may escalate the matter to Nominet UK, the official .uk registry, using their complaints procedure at: https://www.nominet.uk/complaints