Complaints Procedure

Our commitment

We take complaints seriously. If something has gone wrong — whether with our service, a document we produced, or a deadline we were responsible for — we want to know about it and put it right as quickly as possible.

How to make a complaint

In the first instance, please contact us directly:

Please include your name, block address, a description of the issue, and what outcome you are seeking.

What happens next

• We will acknowledge your complaint within 3 working days.
• We will investigate and provide a full written response within 21 days. If we need more time, we will let you know and explain why.
• If your complaint relates to a missed statutory deadline we were responsible for, your annual fee will be refunded in full for that year — no further escalation required.

If you remain dissatisfied

If you are not satisfied with our response, you may escalate to:

• The Property Ombudsman — once Blockdesk is a member (we will update this page when membership is in place).
• For complaints relating to personal data handling, you may contact the Information Commissioner's Office at ico.org.uk or by calling 0303 123 1113.
• For disputes about legal documents or advice, you may seek independent legal advice.

Continuous improvement

Every complaint is reviewed to identify whether our processes or templates need updating. Where a complaint reveals a systemic issue, we act on it — not just for the complainant, but for all blocks we administer.