Domain FAQs

Registering a domain name with us

You will need to provide us with a written request for the domain that you require, an email is fine. We will need the personal individual or company name that will be the Registrant details (the owner) for the domain. We will also need a registered address for a company or a correspondence address for a sole trader/private individual that can be independently verified using online public records. We also need a daytime telephone number and an email address to contact you about your domain. Don’t worry, we never share your information!

We will then check your requested domain name and advise if it’s available and if we can proceed.

How much will it cost?

It depends on the domain, as there are many different variants to choose from, but we can advise you on the suitability of each for your needs. If you contact us with your requirements we can quote you immediately. A single domain starts at £9.99 per year and if you need lots we can register as many as you need, up to a maximum of 100 for £750 per annum in a single transction.

Can I transfer or cancel a domain name?

Yes. Simply contact us and we will take care of that for you. There are unfortunately no refunds on cancelled domain names as they are charged annually and we have no ability to reclaim ‘unused time’. Transfers need to be notified to us in writing and we then make contact with your new registrar, using a secure system, to ensure your domain is safe and ends up where you want it. Singular domain transfers are free.

How do I renew a domain name?

Sureline will be in touch with the registered company or individual, approximately 60-90 days before expiry to confirm your intention to renew or to cancel the domain registration. We will confirm costs and next steps at that time. Should you not wish to renew simply let us know. Dont worry if you forget once we have contacted you as we will do so again 30 days before expiry.

Who owns the domain?

The domain is always registered by Sureline with you as the registrant, or the person who owns the domain. Should you not wish to renew your domain with us, you can always transfer it away, right up until 3 working days before it expires. This gives us time to assist you with your request.

I have a different question.

Just call or email us and we will do all we can to help! Domains can seem like a bit of a mystery but we are always willing to speak plain English to help you through that. We don’t bite!

I have a complaint.

Firstly, we’re very sorry to hear that.  In the unlikely event that you need to make a complaint about the service you have received from Sureline with regard to your Domain Name service, please follow the procedure below:

Email: Please email domains@sureline.net and entitle your message “Complaint – “followed by your registered domain name with us. Please highlight the issues that you have experienced and one of our team will respond to your email within 3 working days.

Telephone:  Please call us on 01732 252 000 select option 1 for the Sales Team, who will direct your complaint to a senior service representative.

Letter:  Please send your letter to our office address by First Class registered post. We will respond to you by telephone or email within 3 working days or by letter, if preferred, within 5 working days.

Our office address is:

Sureline Communications Ltd
The Old Coach House,
Mill Yard,
Swan Street,
West Malling,
Kent  ME19 6LP

Should you be unhappy with the response you receive you should contact the Customer Service Director at CSD@sureline.net who will respond within 3 working days.