Nominet is the 4th largest internet registry in the world, responsible for managing all .uk domain space. Nominet has a public purpose agenda and works closely with national and international organisations to find ways of making the internet a better and more secure place.

Red Brick Research was commissioned by Nominet’s legal team to conduct a review of its Disputes and Resolutions service by exploring the experiences of complainants.

The project involved managing and tracking responses to a short feedback survey, identifying outliers and then following up with depth interviews to explore technical, legal and procedural issues relating to disputes.

The technical knowledge of the researchers and the ability to draw out useful and objective recommendations from interviews sometimes conducted in difficult and emotive circumstances, were both critical to the success of the project.