Complaints Procedure

We want to hear if something has gone wrong, so we can put it right and improve. This procedure explains how to complain to Wectory Ltd and what to expect.

Who to complain to first

If you are a partner (a letting agent or property manager using the Wectory platform), contact us directly using the details below.

If you are a landlord or a tenant, your first point of contact is the letting agent or property manager you deal with, because they are the organisation you have a relationship with and, for your personal data, they are the controller. If your complaint is about how Wectory has handled your personal data, or your agent cannot resolve it, you can bring it to us using the details below.

How to complain

Email in@wectory.com. Please tell us:

• your name and how to reach you;
• what your complaint is about, with any relevant dates and references; and
• what you would like us to do to put it right.

If you would find it easier to complain another way, let us know and we will help.

What happens next

• We will acknowledge your complaint promptly, normally within five working days.
• We will look into it properly, making whatever enquiries we need, and keep you informed of progress without undue delay.
• We aim to give you a full response within eight weeks. If we need longer, we will explain why and tell you when to expect a reply.

Data protection complaints