Complaints Policy

Our Commitment

PropertyVault UK is committed to providing a high-quality service. If something goes wrong, we want to know about it so we can put it right and learn from it.

How to Complain

If you are unhappy with any aspect of our service, please contact us:

Email: complaints@propertyvault.uk
Subject line: Please include “Complaint” in the subject line

Please include:

• Your name and email address
• A clear description of your complaint
• What outcome you are seeking
• Any relevant dates, screenshots, or reference numbers

Our Process

1. Acknowledgement: We will acknowledge your complaint within 2 working days
2. Investigation: We will investigate your complaint thoroughly and fairly
3. Response: We aim to provide a full response within 10 working days. If we need more time, we will let you know and explain why
4. Resolution: If your complaint is upheld, we will explain what action we will take to put things right

If You Are Not Satisfied

If you are not satisfied with our response, you can escalate your complaint by writing to our senior management at escalations@propertyvault.uk. We will review the complaint again independently and respond within 10 working days.

For complaints about data protection, you can contact the Information Commissioner's Office (ICO) at ico.org.uk.

For complaints about content accuracy, you may also contact the Advertising Standards Authority (ASA) at asa.org.uk if you believe any content constitutes misleading advertising.

Content Corrections

If you believe any information on our website is inaccurate, outdated, or misleading, please report it to editorial@propertyvault.uk. We take accuracy seriously and will review and correct any confirmed errors promptly.