At Atom.com, we are committed to providing high-quality service and a seamless experience for our customers. However, if you are dissatisfied with any aspect of the service you have received, we want to hear from you so we can make it right.
Please follow the procedure below to ensure your issue is addressed promptly and thoroughly.
Step 1: Contact Customer Support
If you experience an issue, your first step should be to contact our primary Customer Support team so we can attempt to resolve the matter immediately.
You can reach our support team via:
Live Chat: Available directly on our homepage at www.atom.com
Email: service@atom.com
Please include relevant details such as your account information, the domain name in question, and a summary of the issue.
Step 2: Escalate a Formal Complaint
If our frontline support team is unable to resolve your issue to your satisfaction, you may formally escalate the matter as a complaint.
Please email our management team directly at complaints@atom.com. To help us review your case efficiently, you must include:
Your full name and account email address
The relevant domain name or service
Your original support ticket number
A summary of the issue
The reason you are dissatisfied with the initial resolution
The resolution you are seeking
Acknowledgement: We will acknowledge receipt of your formal complaint within 2 business days.
Step 3: Management Review
Your complaint will be reviewed by an appropriate manager or senior team member who was not responsible for the original support response.
Resolution Timeframe: We aim to investigate and provide a substantive written response within 10 business days of acknowledgement. If more time is required due to the complexity of the matter, we will notify you of the delay and provide an updated timeline.
Step 4: Appeal
If you remain dissatisfied after receiving our management response, you may submit a formal appeal within 10 business days of our decision.
You can do this by replying to the complaints correspondence or emailing complaints@atom.com with the subject line "Appeal Request". Your appeal should explain why you believe the complaint was not resolved appropriately and include any further information you would like us to consider.
Appeals are reviewed by a senior manager or director. We aim to respond to all appeals with a final internal decision within 10 business days.
Step 5: External Escalation
If your complaint remains unresolved after you have exhausted our internal complaints and appeal procedure, you may escalate the issue to the following external bodies, depending on the nature of your complaint:
ICANN Contractual Compliance: As an ICANN-accredited registrar, we are bound by the ICANN Registrar Accreditation Agreement (RAA). If your complaint relates to registrar conduct covered under the RAA (such as domain transfers, WHOIS accuracy, or general registrar obligations), you may file a complaint directly with ICANN at: https://www.icann.org/resources/pages/registrars/complaints