Policies and Statements

Corporate policies

Corporate responsibility is embedded in our approach to business and supported by a wide range of policies from quality management to dignity at work. We take care to protect the privacy of information including for users of civica.com. Set out below are explanations regarding accessibility and privacy for visitors to the website together with a statement on wider preparations for GDPR, as well as some of our general ethical business policies.

Accessibility

Accessibility

The content of this website has been designed to work towards AA standards of the W3C 2.0 Web Content Accessibility Guidelines. We aim to continually make improvements to meet these guidelines. The design and coding of the website has been implemented to support adaptive technologies (such as screen readers and text-only browsers).

Maintaining an accessible site is an ongoing process and Civica are continually working to offer a user friendly experience. However, if you have any problems using this web site please let us know via the Contacts page.

Cookie Policy

Know more about Cookies on this website

Civica use a minimal number of different cookies on our site. If you do not know what cookies are, or how to control or delete them, then we recommend you visit http://www.aboutcookies.org for detailed guidance.


The list below describe the cookies we use on this site and what we use them for. Currently we operate an ‘implied consent’ policy which means that we assume you are happy with this usage. If you are not happy, then you should either not use this site, or you should delete the cookies having visited the site, or you should browse the site using your browser’s anonymous usage setting (called “Incognito” in Chrome, “InPrivate” for Internet Explorer, “Private Browsing” in Firefox and Safari etc.).

You should also read our privacy policy in conjunction with this information about cookies.

First Party Cookies

These are cookies that are set by this website directly.

Google Analytics: We use Google Analytics to collect information about visitor behaviour on the Civica website. Google Analytics stores information about what pages you visit, how long you are on the site, how you got here and what you click on. This Analytics data is collected via a JavaScript tag in the pages of our site and is not tied to personally identifiable information.We therefore do not collect or store your personal information (e.g. your name or address) so this information cannot be used to identify who you are.

You can find out more about Google’s position on privacy as regards its analytics service at https://support.google.com/analytics/answer/6004245?hl=en-GB

Visitors may choose to opt-out of Google Analytics tracking with the Google Analytics opt-out browser add-on.

Episerver: Our websites runs on Episerver CMS and cookies are used to store basic data on your interactions. More information on session cookies and what they are used for here

More information on session cookies and what they are used for at http://www.allaboutcookies.org/cookies/session-cookies-used-for.html
 
Third Party Cookies

These are cookies set on your machine by external websites whose services are used on this site. Cookies of this type are the sharing buttons across the site allow visitors to share content onto social networks. Cookies are currently set by Twitter, LinkedIn, YouTube. In order to implement these buttons, and connect them to the relevant social networks and external sites, there are scripts from domains outside of our website. You should be aware that these sites are likely to be collecting information about what you are doing all around the internet, including on this website.

You should check the respective policies of each of these sites to see how exactly they use your information and to find out how to opt out, or delete, such information.

First party cookies include:   
Google:     _utma, _utmb, _utmc, _utmv, _utmz, PREF
      
Third Party cookies include:
youtube.com:     APISID, CONSENT, HSID, LOGIN_INFO, PREF, SAPISID, SID, SSID,
linkedin.com:    https://www.linkedin.com/legal/cookie-policy

Further information about restricting cookies

If you would like to restrict the use of cookies you can control this in your Internet browser. Links to advice on how to do this for the most popular Internet browsers are provided below for convenience and will be available for the Internet browser of your choice either online or via the software help (normally available via key F1).

Privacy Policy

Civica is committed to protecting your privacy. This Privacy Policy sets out how we may use and will protect your personal information ("Personal Information") we obtain when you visit the Civica Web Site ("Web Site").

 

Collection and Use of Personal Information

You may visit the Web Site to view the information held there and, whilst doing so, you may remain anonymous. Although you do not give any Personal Information whilst remaining anonymous, Civica may record the type of browser and the operating system that you use to access the Web Site, any pages accessed during your visit and the number of visits you make to the Web Site. Civica do this to ensure that the Web Site provides relevant information and to improve the overall quality of its services. Personal Information will only be collected with your consent. Examples of Personal Information include your address, e-mail address, telephone number, and country of residence Civica may use your Personal Information from time to time to advise you of any new products or services which are available on the Web Site or otherwise from Civica. If you do not wish to receive any marketing information about such services you may request that your details are excluded from any promotional activity by clicking in the box provided.

Civica is a multinational company and there may be occasions when transient or incidental information that you submit to us, which may include personal information (such as name, work phone and email), is processed by us outside of the country you engaged us in. By submitting information to us, you agree to this.

Information Security is at the top of our agenda and our commitment to protecting and managing your information is always at the forefront of our minds. We treat all information in accordance with globally acknowledged Information Security standards such as ISO27001, along with application of the appropriate local data protection standards. Should you have any queries, please contact us via the contacts page.

Cookies

Cookies are small files of information which are stored on your PC's hard drive ("Cookies"). Cookies do not contain any Personal Information about you but allow our web server to recognise you when you visit the Web Site. However, if you do not wish us to use this information you may set up your website browser to reject Cookies and/or refuse Cookies when first using the Web Site.

Data Protection

The Personal Information provided may be used:

  • to provide this Web Site and any of our other services to you;
  • improve this Web Site and our services;
  • for internal business administration including fulfilling any legal requirements;
  • to provide you with information and services that you request from us or where you have consented to be contacted for such purposes providing you with information which we feel may be of interest to you

Civica is registered under, and your Personal Information is protected by, the Data Protection Act 1998 ("Act").

Under the Act, Civica is legally obliged to process your Personal Information lawfully and fairly and in such a way that it is kept secure. You may request a copy of any of your Personal Information that we hold by contacting us at marketing@civica.co.uk and paying the requisite fee prescribed under the Act. Additionally, you may require Civica to correct any mistakes in any of your Personal Information.

Disclosure

In order to provide this Web Site and other services to you we transfer your Personal Information to locations outside of the UK and the European Economic Area where the law may provide less protection for personal information.

We will only disclose your Personal Information to third parties:

  • you have consented for us to do so
  • we are under a legal or regulatory obligation to do so
  • we use third party service providers to provide serivces that involve dat processing (where we use service providers we will ensure the appropriate safeguards are in place to protect your Personal Information).

By using the Web Site and not advertising Civica to the contrary, you consent to Civica collecting and using the data in the way set out above.

GDPR Statement

General Data Protection Regulation (GDPR)
Civica Group Overview

Introduction

The new EU General Data Protection Regulation (GDPR) comes into force on 25 May 2018 (including in the UK regardless of its decision to leave the EU) and will impact every organisation which holds or processes personal data. It will introduce new responsibilities, including the need to demonstrate compliance, more stringent enforcement and substantially increased penalties than the current Data Protection Act (DPA) which it will supersede.

Civica is committed to high standards of information security, privacy and transparency. We place a high priority on protecting and managing data in accordance with accepted standards including ISO 27001 and PCI-DSS. The company will comply with applicable GDPR regulations when they take effect in 2018, including as a data processor, while also working closely with our customers and partners to meet contractual obligations for our procedures, products and services. Our team of experienced business analysts, consultants and digital specialists will also help to support customers in meeting their obligations through the provision of expert services and value-adding solutions.

The company has three main areas of focus in preparing for GDPR overseen by an internal cross-functional team:

  1. Building on existing security and business continuity management systems and certifications, including ISO 9001, 27001 and 22301, PCI-DSS and IGSoC, to ensure our own compliance
  2. Product programmes to support compliance for users of our software applications including solutions to streamline the process and drive greater efficiency
  3. Provision of services and solutions which help customers to understand and prepare for GDPR, develop compliance plans and build a stronger platform for the future by taking control of their data

 It is important to recognise that compliance is a shared responsibility and all organisations will need to adapt business processes and data management practices.

  1. Compliance

Civica has a robust ISO-based Management System (ISMS) and in order to ensure compliance will implement additional or augmented company-wide controls to meet GDPR requirements within the ISMS using internal and external advisors. Led by our Head of Operational Security & Resilience, updated information security policies and procedures will build on existing management systems (including ISO 27001 and ISO 22301) and the foundation of our Information Control and Classification policy, informed by gap analysis and data protection risk assessments and supported by communication and training programmes.

Compliance will be supported by a review of existing contracts with data controllers, the use of sub-contractors and any data export arrangements.

Civica’s Data Protection Officer will inform, advise and monitor compliance. The company will implement tools as appropriate that support the process, provide necessary security and ongoing delivery of objectives.

In many areas the hosted services provided by Civica already conform. As data processor, the company is undertaking risk assessments to include more detailed consideration of the data types we hold and a data protection impact analysis of personal information stored and processed. Policies such as incident response plans and backup data retention will be reviewed and updated.

2.     Civica software applications

Civica’s broad range of software applications are used to provide efficient and high quality services. As such the company is committed to providing technology solutions to support customers’ GDPR obligations, whether through standard features or added value solutions or toolkits.

All organisations will need to be confident, for example, that personal and transactional data can be located and anonymised or erased, in order to respond to requests to delete, rectify, transfer, access or restrict the processing of data.

Customers should contact their account manager to understand what features are available to enable this, from data cleansing and subject access reports to specific data retrieval and disposal tools which create efficiencies by allowing organisations to locate, anonymise and remove data with minimal administrative effort and to enable a quick and efficient response to information requests.

3.    Helping customers adapt to change

The volume of data handled by organisations is growing and is captured, processed and stored on an increasing number of devices and networks. Requirements such as data protection impact assessments, active mitigation of risks and evidence of risk management measures will require organisations to develop a more disciplined approach to customer data, especially those with personal data spread across many locations and/or systems with varying levels of personal data quality and ownership. Furthermore, investing in the management of consent presents an opportunity to build trust and provide increasingly useful services.

Civica’s team of experienced analysts and consultants can support customers in their journey to compliance and beyond, supported by our dedicated digital division. Civica Digital brings deep expertise in information and data management as part of a complete capability to deliver a new generation of digital services from concept to implementation. Services offered include:  

  • Awareness workshops to help organisations to fully understand GDPR and what must be done to demonstrate compliance
  • Readiness assessments, to assess preparedness for the arrival of GPDR, identification of gaps and risks and formulation of roadmaps to achieve compliance 
  • Software tools, to help measure and track GDPR compliance across an organisation
  • Technology platforms to drive improved customer interaction and consent management while ensuring better compliance as part of broader digital transformation.

Modern Slavery Statement

Modern Slavery and Human Trafficking Statement

Introduction

This statement sets out Civica's actions to understand all potential modern slavery risks related to its business and to put in place steps that are aimed at ensuring that there is no slavery or human trafficking in its own business and its supply chains.

Civica Group Limited, including its associated and subsidiary companies, recognises that it has a responsibility under the Modern Slavery Act 2015 to take a robust approach to slavery and human trafficking and we are absolutely committed to preventing slavery and human trafficking in our corporate activities, and to ensuring that our supply chains are free from slavery and human trafficking.

 

Organisational Structure and Supply Chains

We are a market leader in software applications, business process outsourcing and technology solutions. We operate across the UK, Ireland, Australia, New Zealand, Singapore, India and the USA, our supply chains are predominantly based within these countries.

 

Relevant Policies

We operate the following policies that describe our approach to the identification of modern slavery risks and steps to be taken to prevent slavery and human trafficking in our operations:  

  • HR Policy - We have zero tolerance of any threat of physical or sexual violence, harassment or intimidation against employees and their family, or close associates. Our policies are clearly defined and communicated to all employees. All our employees are treated fairly and equally, and are paid at least the national minimum wage. Our employees won’t be forced to work in excess of the number of hours permitted in law, and normal working hours won’t exceed 48 hours per week average unless the employee agrees.
  • Purchasing Policy - The organisation is committed to conducting purchasing activities in a fair, objective and transparent manner that satisfies the requirements of accountability and internal controls including but not limited to Civica’s ‘Quality Management’, ‘Environmental’, ‘Ethical Code of practice’, ‘Anti-Bribery’ and ‘Modern slavery’ policies which fulfil legal and financial obligations and effectively manages commercial risk. Emphasis is placed on selecting suppliers, goods and services that demonstrate recognisable environmental, sustainable, business integrity along with Corporate Social Responsible (CSR) standards including but not limited to compliance with laws and regulations, respect for human rights, labour working conditions, equal opportunities, health and safety accreditation, maintenance and promotion of information security, fair trade and acceptable corporate ethics.
  • Recruitment Policy - The organisation uses only specified, reputable employment agencies to source agency workers and always verifies the practices of any new agency it is using before accepting workers from that agency.
  • Whistleblowing Policy - We encourage all of our employees, customers and other business partners to report any concerns related to the direct activities, or the supply chains of, Civica. This includes any circumstances that may give rise to an enhanced risk of slavery or human trafficking. Our whistleblowing procedure is designed to make it easy for employees to make disclosures, without fear of retaliation.
  • Our values - Civica’s values of Knowledge, Integrity and Action makes clear to our employees the actions and behaviour expected of them when representing Civica. We strive to maintain the highest standards of employee conduct and ethical behaviour when operating abroad and managing our supply chain.

 

Due Diligence

We undertake due diligence when considering taking on new suppliers, and review our existing suppliers on a periodic basis. Our due diligence and reviews include:

  • Mapping the supply chain broadly to assess particular product or geographical risks of modern slavery and human trafficking
  • Evaluating the modern slavery and human trafficking risks of each new supplier
  • Conducting supplier audits or assessments which have a greater degree of focus on slavery and human trafficking where general risks are identified
  • Invoking sanctions against suppliers that fail to improve their performance in line with an action plan or seriously violate our supplier code of conduct, including the termination of the business relationship.

 

Awareness-Raising Programme

As well as training employees, the organisation has raised awareness of modern slavery issues by circulating information to employees.

The information explain to relevant employees:

  • The basic principles of the Modern Slavery Act 2015;
  • How employers can identify and prevent slavery and human trafficking;
  • What employees can do to flag up potential slavery or human trafficking issues to the relevant parties within the organisation; and
  • What external help is available, for example through the Modern Slavery Helpline.  

 

Board Approval

This statement has been approved by the organisation's board of directors, who will review and update it annually. Our Executive Management team take responsibility for implementing this statement and its objectives. They will ensure adequate resources and investment to ensure slavery and human trafficking isn’t taking place within our organisation or within our supply chains.

Civica Anti-Bribery Policy

Civica is committed to conducting business with the utmost integrity.

Our business ethics prohibit anyone offering or accepting a gift, entertainment or other payment in return for business or personal advantage and it is the responsibility of all employees to ensure prevention and detection.

As part of its code of conduct, the Group’s Anti-Bribery Policy applies to individual employees, temporary agency staff and contractors, agents, sponsors, intermediaries, consultants or any other people or bodies associated with the Company or any of its employees. The provision or offer to provide or the acceptance of any inducement or reward including gifts in order to gain commercial, contractual, regulatory or personal advantage, whether for the company or any third party, is prohibited under this policy.

The company encourages and fully supports all employees in reporting any improper practices, providing a confidential reporting process to allow anyone freely and confidentially to alert the company to any concern.

All employees including temporary agency staff and contractors are required to:

  • Act honestly and with integrity at all times and to safeguard the company resources for which they are responsible
  • Comply with the laws and regulation of all countries in which Civica operates or hopes to operate in respect of the lawful and responsible conduct of business
  • Respect Civica’s customers, suppliers or other parties with whom it interacts by conducting business in an ethical, lawful and professional manner

Terms and Conditions when using this website

The following terms and conditions ("Terms and Conditions") set out the rules for how the Civica run the Web Site. By accessing this page and using the Web Site you acknowledge that you have read, understood and agree to be bound by and comply with the Terms and Conditions.

We reserve the right to change these Terms and Conditions at any time without notice by posting changes on the Web Site. It is your responsibility to familiarise yourself with the Terms and Conditions regularly to ensure that you read any changes. Your continued use of the Web Site after a change has been posted will signify your acceptance of the modified Terms and Conditions.

If you do not agree with the Terms and Conditions please do not use this Web Site.

1. USE OF THE WEB SITE

Civica, the Civica logo, the Authority logo, Comino, LicenceToClick, L2C, Civica Connect, VTSS, Radius, in4tek, IBS, OpenRevenues, electionz, Paris, Flare, Tranman, Spydus, Coldharbour, Carval, Abritas, SFW, IPL, Norwel, WTG, Asidua, Keystone, InfoMaster, Inspiriti and other Civica products referenced in the Web Site are trademarks of Civica (“Civica Logos”), and may be registered in certain jurisdictions. All other product names, company names, marks, logos, and symbols (“Third Party Logos”) may be the trademarks of third parties. All materials provided on this Web Site, including but not limited to information, documents, products, Civica Logos, Third Party Logos, logos, graphics, texts, text files, video files sounds, images, software, and services (“Materials”), are owned either by Civica or by third parties (“Third Party Providers”).

All rights are reserved.

Please do not use the Web Site in any way that may infringe the Intellectual Property Rights in the Materials. (“Intellectual Property Rights” means copyright and all other intellectual property rights whether or not registered including patents, trade marks, service marks, trade names, design rights, rights in any format or presentation (including its look, feel, visual or other non-literal elements), any applications for the protection or registration of these rights and all renewals and extensions of them throughout the world).

This means that none of the Materials or any part of this Web Site may be adapted, copied, extracted, reutilised, reproduced, broadcast, distributed, republished, downloaded, displayed, posted, transmitted, or retransmitted in any form or by any means, including but not limited to electronically, mechanically by photocopying or by recording without the prior express written permission of Civica or the appropriate Third Party Provider.

Also, you may not reproduce or copy any part of this Web Site onto any other server without Civica’s prior express written permission. Except where expressly provided otherwise by Civica, nothing on this Web Site shall be construed to confer any license of Civica’s or any Third Party Provider’s Intellectual Property Rights, and you acknowledge sole responsibility for obtaining any such licenses.

Civica does not provide, sell, license, or lease any of the Materials other than those specifically identified as being provided by Civica. Materials provided by Third Party Providers have not been independently reviewed, tested, certified, or authenticated in whole or in part by Civica. This Web Site is designed to provide information only, and is not designed to carry out any commercial transactions.

2. LINKS TO THIRD PARTY WEB SITES

This Web Site may contain links to web sites controlled by parties other than Civica.

Civica is not responsible for, does not control, does not endorse or accept any responsibility for the content or appropriateness of the content of, or use of these third party web sites.

Civica cannot be held responsible for such content, or from any detrimental impact which you may suffer, or for any processing errors or viruses that may arise from access to such third party web sites.

Civica is providing these links to you only as a convenience, and the inclusion of any link does not imply endorsement by Civica of the linked web site.

Use of third party web sites by you is done so entirely at your own risk and it is your responsibility to take precautions to ensure that whatever you select for your use is free of viruses or other items of a destructive nature. These Terms and Conditions do not apply to any third party web site linked to the Web Site or any other Civica web sites.

You should read and accept the terms and conditions of those web sites before using them and direct any questions or comments about the linked web site’s contents to the relevant web site provider.

3. RESTRICTION OF SOFTWARE USE

Any software that may be made available to download from this Web Site ("Software") is owned by Civica or Third Party Providers. Use of the Software is governed by the terms of the end user license agreement that accompanies or is included with the Software ("License Agreement"). An end user agrees to the License Agreement terms by installing, copying, or using the Software. The Software is made available for downloading solely for use by end users according to the License Agreement. Without limiting the foregoing, the copying or reproduction of the Software to any other server or location for further reproduction or redistribution is expressly prohibited. Any reproduction or redistribution of the Software not in accordance with the License Agreement is expressly prohibited. The Software is warranted, if at all, only according to the terms of the License Agreement. Except as may be expressly warranted in the License Agreement, Civica shall have no other liability whatsoever whether in contract, tort or otherwise as regards the quality or fitness for purpose of the Software and all other representations, conditions, warranties and terms in respect thereof whether express or implied, statutory or otherwise are excluded save to the extent that the same are not capable of exclusion at law.

4. OFFENSIVE MATERIAL

Where you are given the facility to enter information onto, or communicate via, the Web Site. Civica ask you to conduct yourself in a lawful and civil manner. You agree to use the Web Site for lawful purposes only and that you may not use or allow others to use the Web Site to:

4.1 store, reproduce, transmit, communicate or knowingly receive any material which is offensive, racist, abusive, indecent, defamatory, obscene or menacing;

4.2 post or transmit any material that you do not have worldwide copyright ownership or full permission from the copyright owner or similar;

4.3 post, transmit or link to any sexually explicit material;

4.4 impersonate any person or entity, or falsely state or otherwise misrepresent your affiliation with anyone or any entity;

4.5 post or transmit statements that are intentionally false or misleading;

4.6 post or transmit any advertising, promotional materials or other forms of solicitation;

4.7 collect or store any personal information about an individual;

4.8 enter into personal correspondence with any individual with the purpose of offering them a service or product; or

4.9 post or transmit any material which suggests or encourages illegal activities. Civica may remove any material submitted to the Web Site in our sole discretion, or when requested to do so by any person, that we believe infringes these Terms and Conditions. As a user of the Web Site you will indemnify and hold Civica harmless against all costs, claims, liability, expenses (including legal expenses) damages and losses incurred by Civica as a result of your infringement of this clause whether arising under contract, tort, statute or otherwise.

5. DISCLAIMER

Except where expressly provided otherwise by Civica, the Materials on this Web Site are provided "as is", are experimental, and are for non-commercial use only. Civica cannot be held responsible for any damage that results from the use of the information provided on the Web Site, and shall have no liability whatsoever whether in contract, tort or otherwise as regards the quality or fitness for purpose of the Materials or any Software, the accuracy, completeness, or truth of any of the information contained in the Web Site or for any reliance placed by any person on the information in the Web Site, and all other representations, guaranties, conditions, warranties and terms in respect thereof whether express or implied, statutory or otherwise are hereby excluded save to the extent that the same are not capable of exclusion at law.

6. LIMITATION OF LIABILITY

Civica shall not be liable for any damages suffered as a result of using, modifying, contributing, printing, copying, distributing, or downloading the Materials. You have sole responsibility for the adequate protection and backup of data and/or equipment used in connection with the Web Site and you will not make a claim against Civica for lost data, re-run time, inaccurate output, work delays, or lost profits resulting from the use of the materials. Save in respect of death, personal injury or fraud, Civica shall not be liable to you for any of the following (whether or not you were advised of, or knew of, the possibility of such losses) whether arising from any claim under any tort including negligence, for breach of contract, for misrepresentation (other than fraudulent misrepresentation), intellectual property infringement, under any statute or otherwise arising out of or in connection with the use of the Web Site including without limitation:

6.1 any indirect, special or consequential losses;

6.2 any loss of business, data, profits, revenue, goodwill, use, or anticipated savings;

6.3 any damage suffered by you as a result of an action brought by a third party arising from any use, or inability to use, any Material; or

6.4 loss or damage to you, or any third party’s, data or records.

7. LOCAL LAWS

Civica Services Limited controls and operates this Web Site from its headquarters in the UK on behalf of Civica and makes no representation that these Materials are appropriate or available for use in other locations although it takes reasonable steps to ensure it is appropriate for countries in which Civica has a legal presence. Our Privacy Policy contains further information relating to this If you use this Web Site from locations outside the UK you are responsible for compliance with applicable local laws including but not limited to the export and import regulations of other countries.
Unless otherwise explicitly stated, all marketing or promotional materials found on this Web Site are solely directed to individuals, companies or other entities located in the UK.
You acknowledge and agree that the use of this Web Site and the use of the Materials are subject to UK laws and regulations.

8. GENERAL

This Web Site may include inaccuracies or typographical errors and Civica do not give any warranty that the Web Site will be available at all times or will be free from interruption or error. Civica and the Third Party Providers may make improvements and/or changes in the products, services, programs, and prices described in this Web Site at any time without notice. These Terms and Conditions will be governed by and construed in accordance with the laws of England. Disputes arising in relation to the same shall be subject to the exclusive jurisdiction of the courts of England. These Terms and Conditions represent the entire understanding relating to the use of the Web Site and supersede all other statements, representations or warranties (whether written, e-mail or oral) made by Civica. Nothing in these Terms and Conditions shall affect the liability of either party in respect of any misrepresentation, warranty or condition that it makes fraudulently.

Registrar Compliance Information

Civica Cloud & Managed Services provide managed services for registration and renewal of domain names on behalf of our clients.

Civica Cloud & Managed Services is a channel partner of Nominet and is therefore in compliance with Nominet's Terms & Conditions.

Where Civica Cloud and Managed Services provides domain services (.UK), those customer are also bound by the terms and conditions of the domain name registration.

See Nominet registration conditions, found http://www.nominet.uk/go/terms.

Renewals

All domains are renewed on an annual or Bi-annual basis, Civica C&MS will send out invoices 30 days prior to your domain name expiring to the email address on the account. It is your responsibility that ensure that contact details are up to date. If you do not wish to renew a domain please make sure you contact us a minimum of 35 days before your domain expires by contacting us at the following email address:

domain.admin-dorking@civica.co.uk

Unless requests to the contrary are received, all domains are renewed automatically approximately 30 days before the domain name expires.

If you request that you no longer wish to have your domain name renewed by us, it will be left to expire and all services Civica Cloud & Managed Services provide regarding that domain name will be suspended. Your domain name will then go into a 30 day protected period, after 30 days your domain will be suspended by Nominet and it will go into a 60 day grace period. If you change your mind and still wanted to retain your domain name, you still can and at the original renewal price. This must be requested by email before the 80th day after your domain has expired, after 90 days your domain will be cancelled and deleted from the register and made available for resale through a third party registrar by Nominet. Civica Cloud & Managed Services will not guarantee the renewal of a domain name after this happens.

Transfers out

If you no longer wish to carry on with your contract with us, please email us no less than 30 days before your services are due to be renewed. We will not charge you for transferring a domain(s) away to another registrar’s tag. The customer acknowledges that, termination of the agreement for any reason will result in ceasing to provide the applicable services, with the consequences that flow from such cessation, including (but not limited to), deletion of data .e.g. hosting account(s) and mail boxes.

Customer Service

Please email us at domain.admin-dorking@civica.co.uk. We will to respond to all points of contact within 1 business day and aim to resolve any issues you have within 5 business days.

Abuse

If you wish to raise a complaint about abuse you have received (spam emails etc), please contact us at domain.admin-dorking@civica.co.uk with as much detail about the abuse. We will investigate your complaint immediately.

Complaints

If you wish to make a complaint about a service you have received, please submit an email to us at domain.admin-dorking@civica.co.uk including as much detail from the issue you have. We will acknowledge your complaint within 1 business day and aim to resolve any issues within 5 business days. If you’re not happy with the initial outcome of your complaint and it is regarding your .uk domain name, please feel free to escalate your issue to Nominet (the .uk registry) here: http://www.nominet.org.uk/disputes/complaining-about-registrar/complaints-procedure