Abuse Report Procedure

How do I file a formal complaint?

If you have made a complaint to the customer service supervisor and are not happy with the response that you receive then you can escalate your complaint. All complaints should be made to the customer support manager.

Please send your complaint to:

Key-Systems GmbH (domaindiscount24)
Customer Service / Abuse Dept.
Kaiserstraße 172-174
66386 St. Ingbert

Fax: +49-6894 93 96 851

Email: [email protected] for all customer service complaints
Email: [email protected] for all abuse reports

Or call us on: +49-6894 93 96 850

What happens next?

When the customer support manager or abuse handling specialist has received your complaint, he will acknowledge it within two working days. We will then fully investigate your complaint and aim to respond within 10 working days. If the situation requires a longer investigation, we will contact you within 10 working days to inform you when you can expect our response. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

What happens if I am not satisfied with the response I receive?

If you are not satisfied with the response that you have received from the customer support manager or abuse handling specialist then you have a period of 20 working days from the date of our response to make an escalated complaint (gelöschter Teilsatz). If we do not receive an escalated complaint within 20 working days, we will consider the case to have been resolved.

If you wish to make an escalated complaint, please ensure that you include details of your previous complaint, and reasons for your dissatisfaction. You should receive a final response within 10 working days.

All escalated complaints should be made in writing and include the following information:

• Your name and contact details and account information if appropriate
• The domain name(s) concerned (if appropriate)
• A clear description of your concern or complaint
• What steps you would like us to take to resolve the issue
• Please write "Complaint" clearly on the top of your letter or in the subject line of your email.

Key-Systems GmbH
Complaint Escalation
Im Oberen Werk 1
66386 St. Ingbert
Fax: +49-6894 96 93 851
Email: [email protected]

Feedback welcome!

We always welcome feedback on any aspect of our policy, procedures or services. If you would like to send us suggestions or comments please send these to [email protected] and they will be passed on to the relevant department or project team as appropriate. We value the opinions of our customers as we are always striving to improve our service level. We thank you for taking the time to help us towards that goal.