Complaints Procedure

1. Our Commitment

RankingAI OÜ is committed to providing a high-quality domain registration and management service. We take all complaints seriously and aim to resolve them quickly and fairly. The founder of RankingAI OÜ has operational experience with Nominet .uk registrar TAGs under his personal / sole trader capacity, and RankingAI OÜ operates selected ccTLD registrar services as a separate Estonian legal entity, including active .eu, .fi, .lt, .ch/.li, and .mx/.com.mx registrar services where the relevant registry authorization is active.

2. How to Make a Complaint

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

• Email: complaints@rankingai.com
• General enquiries: hello@rankingai.com
• Phone: +86 137 7186 1896
• Post: RankingAI OÜ, Tartu mnt 67/1-13b, Tallinn 10115, Estonia

When submitting a complaint, please include:

• Your full name and contact details
• The domain name(s) involved (if applicable)
• A clear description of the issue
• Any supporting evidence or documentation
• The outcome you are seeking

3. Response Times

We are committed to the following response times:

1. Acknowledgement: We will acknowledge receipt of your complaint within 5 working days.
2. Investigation: We will investigate the complaint thoroughly and aim to provide a full response within 10 working days of acknowledgement.
3. Complex cases: If more time is needed, we will inform you of the expected timeline and keep you updated on progress.

4. Complaint Handling Process

1. Receipt and logging: All complaints are logged with a unique reference number.
2. Acknowledgement: You will receive confirmation within 5 working days.
3. Investigation: A senior team member will review the complaint, gather relevant information, and assess the situation.
4. Resolution: We will communicate our findings and proposed resolution to you in writing.
5. Follow-up: If you are not satisfied with the resolution, you may request a further review (see Escalation below).

4A. .mx / Registry .MX complaints and disputes

For complaints or dispute procedures involving .mx or .com.mx domains sponsored by RankingAI, Registry .MX procedures may impose additional response and escalation timelines. Where such a procedure applies, RankingAI will use the Registry .MX process in addition to our general complaint handling process.

• RankingAI aims to answer registrant or contact complaints related to .mx domains within 5 calendar days where Registry .MX complaint rules apply.
• Where Registry .MX notification is required, RankingAI will notify Registry .MX within the first 3 calendar days after the relevant procedure starts.
• If a domain or registrant modification is required after the procedure ends, RankingAI will complete the required registry action within 2 working days where the Registry .MX procedure requires it and the customer has provided all required information.
• For ownership disputes, RankingAI may block the domain from modification while the procedure is pending and may request supporting documents such as invoices, contracts, identity evidence, or authorization evidence.

4B. .fi / Traficom information requests, complaints, and data accuracy

For complaints, lawful information requests, transfer-key requests, or data-accuracy issues involving .fi domains sponsored by RankingAI, RankingAI follows Traficom's .fi rules, NIS2-related registrar obligations, and applicable data-protection law in addition to our general complaint handling process.

• RankingAI handles lawful requests for .fi domain information without undue delay and no later than 72 hours after receipt where the request is valid and RankingAI is the appropriate registrar to respond.
• Each .fi information request is assessed for the requester's right to access the information and for compliance with data-protection legislation before disclosure.
• RankingAI may request reliable identification, company-register evidence, representative-authority evidence, or other supporting documents before correcting holder data, issuing transfer keys, or disclosing non-public information.
• Public .fi domain information can be checked through Traficom's official domain search / WHOIS service linked from our .fi Domains page.

4C. .eu / EURid complaints, verification, and disputes

Complaints about RankingAI's .eu registrar service should first be sent to complaints@rankingai.com. Questions about eligibility, registration-data verification, registry decisions, or mandatory .eu procedures may also be governed by EURid's rules and policies.

• Public .eu information, official registry links, and current service status are available on our .eu Domains page.
• Registration-data correction and disclosure requests are handled under our Registration Data Policy and applicable EURid rules.
• Domain-name disputes may be submitted through the applicable EURid Alternative Dispute Resolution procedure.
• Abuse reports should be sent to abuse@rankingai.com.

5. Escalation

If you are not satisfied with our response, you have the following options:

• Internal review: Request that a different senior team member reviews your complaint by emailing complaints@rankingai.com with "ESCALATION" in the subject line.
• Nominet Dispute Resolution Service: For disputes relating to .uk domain names, you may use the Nominet Dispute Resolution Service (DRS).
• SWITCH dispute resolution: For disputes relating to .ch or .li domain names, you may review the SWITCH dispute resolution information.
• Traficom .fi procedures: For disputes, complaints, registrar checks, or official information relating to .fi domain names, Traficom procedures may apply. See the .fi Domains page for official Traficom links.
• EURid .eu procedures: For .eu disputes, the EURid dispute and ADR information may apply.
• Registry .MX procedures: For disputes or complaints relating to .mx or .com.mx domain names, Registry .MX / NIC Mexico procedures may apply. See the Registry .MX official website.
• Registry escalation: For disputes relating to a specific domain extension, you may also use the escalation or dispute process provided by the relevant registry.
• Consumer disputes: Where applicable, an Estonian consumer may contact the Estonian Consumer Disputes Committee. The former EU Online Dispute Resolution platform has been discontinued.

6. Reporting Abusive Domains

To report a domain name registered through RankingAI that you believe is being used for abusive, fraudulent, or illegal purposes, please contact us at:

• Abuse reports: abuse@rankingai.com

See the Abuse Handling Policy for triage targets and required evidence. We will investigate all abuse reports promptly and take appropriate action, including suspending or cancelling domain names where necessary, in accordance with applicable registry policies.

7. Data Quality and Registrant Validation

In line with applicable registry rules, we maintain an auditable process for validating registrant name and address details. Where a registry or applicable law requires registrant validation, we will:

1. Contact the registrant to request verified identification documents.
2. Allow a reasonable period (up to 30 days) for the registrant to provide valid documentation.
3. Apply a data quality lock to suspend the domain name if validation cannot be completed within the allowed period.

For details on verification, publication, correction, and lawful disclosure, see our Registration Data Policy.

8. Contact Information