Complaints procedure
If something isn't right, tell us and we'll put it right as quickly as we can. This procedure is for our members, anyone we've contacted, and homeowners whose planning information we hold.
Homeowners: removing your address
To stop your address being included in our lists, simply opt out online or email [email protected] with your address or planning reference. It takes effect within 2 working days, for every member, and we ask any member who already has it to stop using it.
How to contact us
Email [email protected] with "Complaint" in the subject. Members can also reply to any list we send.
This procedure covers every kind of complaint, including complaints about how we use personal information (your right under the Data Protection Act 2018). We keep a record of each complaint and what we did about it.
Please tell us your name, what happened, and what you'd like us to do. If it's about a particular job, include the address or planning reference.
What happens next
- Within 2 working days we confirm we've received it.
- Within 10 working days we send you our full response. If we need longer, we'll tell you why and when to expect it.
- If you're not satisfied, reply to our response. The owner of the business will review everything again and send a final response within a further 10 working days.
We keep a record of every complaint and what we did about it, so we can learn from it.
If you're still not satisfied
If your complaint is about how we use personal data, you can contact the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113. We'd appreciate the chance to resolve it with you first.