Complaints Policy

We are committed to providing a high standard of service. However, we understand that sometimes things can go wrong. This procedure explains how you can raise a concern or complaint, and how we will respond.

1. Step One – Informal Resolution
If you are dissatisfied with any part of our service, please contact your assigned Account Manager or our support team in the first instance.
We aim to resolve most issues quickly and informally.

Contact:
founders@outrate.co.uk
+44 (0)141 230 5754

2. Step Two – Formal Complaint
If your concern is not resolved informally, please escalate it by submitting a formal complaint in writing. Include the following details:
• Your name and contact information
• The nature of your complaint
• The property or account it relates to
• Any previous correspondence

Submit to:
Complaints Officer
founders@outrate.co.uk

OutRate Data Limited | C/O Milsted Langdon Llp Freshford House, Redcliffe Way, Bristol, United Kingdom, BS1 6NL
We will acknowledge your complaint within 3 working days and aim to respond fully within 10 working days. If more time is required, we will keep you informed.

3. Step Three – Escalation
If you remain dissatisfied after our formal response, you may request a final internal review. This will be handled by a senior member of the OutRate leadership team. We aim to complete this stage within 10 additional working days.

4. Alternative Dispute Resolution
If your complaint remains unresolved, we may suggest engaging with an independent ADR (Alternative Dispute Resolution) service to assist.

5. We Value Feedback
We treat all complaints seriously and use them as an opportunity to learn and improve our service. Thank you for helping us do better.