Complaints procedure

Email support@getratewise.uk with your name, case reference, what happened and the outcome you want. We will acknowledge a complaint within five working days.

We review the complete case record, authority, evidence, communications and automated-run history. Where the complaint concerns the person who performed the work, we seek an appropriately independent professional review rather than asking that person to judge the disputed technical conclusion alone. We aim to provide a reasoned final response within eight weeks and will explain any delay.

The final response identifies any applicable independent, insurer or professional-body route based on the contracting entity and reviewer responsible for your engagement. You may also contact HMRC's Valuation Office about agent conduct and the ICO about data protection.

Making a complaint does not reduce your service rights. We preserve relevant records and pause any disputed irreversible action while it is investigated where reasonably possible.