1. Tell us
If something has gone wrong with the app or with how "[OPERATING COMPANY NAME]" has treated you, email complaints@thehomebuyersclub.co.uk with your name, the email you use to sign in and what happened. We acknowledge every complaint within three working days.
2. What we do
We look into it, keep you updated, and give you a written answer within eight weeks at the latest, usually much sooner. If we got it wrong we say so and put it right.
3. Complaints about a partner
We introduce you to regulated partners (mortgage brokers, solicitors, surveyors, credit report and insurance providers). We do not provide their services and cannot change their products or terms. If your complaint is about a partner, contact them directly; their complaints details are on their website. Tell us too, so we can pass it on and review whether we keep working with them. Regulated partners are covered by the Financial Ombudsman Service or the Legal Ombudsman as applicable.
4. Your data
Complaints about how we handle your personal data go to privacy@thehomebuyersclub.co.uk. You also have the right to complain to the Information Commissioner's Office at ico.org.uk.