Complaints

Draft for review. This page describes how we handle complaints today. It has not yet been checked by a solicitor; the open point about dispute resolution is marked below.

If something has gone wrong, we want to hear about it and put it right.

How to complain

1. Email us at hello@reckonproperty.co.uk with “Complaint” in the subject. Tell us what happened, which report or order it relates to if there is one, and what you would like us to do. Please do not send passwords or card numbers.
2. We acknowledge it within 5 working days.
3. We reply in full within 28 days. If it will take longer we will tell you why and when to expect an answer.
4. If you are not happy with our reply, you can ask us to look at it again. Reply to our email and say what you think we missed. Reckon is a small business, so the same person may look at it again. If so, we will say so, and you can still take it further (see below).

Refunds

A complaint does not replace your right to a refund. The refund terms (including the 14-day period for the Buyer Pass) are on the Terms page, and you can ask for a refund in the same email.

If we cannot settle it

• Alternative dispute resolution (ADR). ADR means an independent body looks at a dispute without going to court. Reckon does not currently belong to an ADR scheme and is not required by law to. If we cannot settle your complaint ourselves, we will tell you in writing that we have not agreed to use an ADR provider, so that you know where you stand. This does not take away any of your rights.
• Advice and enforcement. You can get free, independent help from Citizens Advice (consumer helpline 0808 223 1133, citizensadvice.org.uk) and report a business to Trading Standards.
• Court. You keep the right to take a claim to court. The small claims route in England and Wales is designed for people acting without a lawyer.

Data protection complaints

If your complaint is about how we handle personal data, tell us first. You can also complain to the Information Commissioner’s Office (ico.org.uk, 0303 123 1113). See the Privacy page.

Complaints about other people

Reckon is not a conveyancer, surveyor, mortgage broker or estate agent, and our reports are automated estimates from public and listing data, not a RICS valuation, survey, or financial advice. So if your complaint is about one of those professionals, it belongs with them. Ask them for their complaints process; solicitors, brokers and agents each have their own free ombudsman or redress scheme they must tell you about.

Who we are

Operator

Zeeshan Khan

Status

Sole trader

Trading as

Reckon

Contact

hello@reckonproperty.co.uk