Legal · England & Wales
Complaints procedure
If something has gone wrong, here is how to tell us, what happens next, and our timescales for putting it right.
Last updated:
01Our commitment
We want LetCompliance to work well for you, and we take every complaint seriously. If something has gone wrong — a bug, a billing issue, a delay, or anything else about our service — please tell us. Most issues are resolved quickly once we understand them, and your feedback helps us improve the product for every landlord and agent who uses it.
02How to make a complaint
Email us at letcomplianceuk@gmail.com with the word "Complaint" in the subject line. To help us investigate quickly, please include:
- The email address on your LetCompliance account.
- A clear description of what happened, with dates and any relevant property or invoice references.
- What you would like us to do to put it right.
- Screenshots or attachments where they help explain the issue.
03What happens next
Once we receive your complaint:
- Acknowledgement — we will confirm we have received your complaint within 5 business days.
- Investigation — we look into what happened, review the relevant records, and work to put it right.
- Full response — we will send you a full written response, with our findings and any resolution, within 8 weeks. In practice we aim to resolve most complaints far sooner, usually within 15 business days.
- If we need longer — for a complex issue we will tell you why, and keep you updated until it is resolved.
04If you are not satisfied
If you are unhappy with our response, reply and ask for a review. The complaint will be reviewed by the founder, Erdem Volkan, who will look at it afresh and write to you with a final decision within 14 days of your review request.
05Independent help and external options
If you remain unhappy after our final response, the following independent options apply. Please note which ones are relevant to your complaint:
- LetCompliance is a software provider, not a firm regulated by the Financial Conduct Authority (FCA). The Financial Ombudsman Service does not handle complaints about LetCompliance itself.
- Direct Debit rent collection is provided through Stripe, an FCA-authorised payment institution. A complaint that is specifically about the processing of a payment may also be raised with Stripe through their own complaints process.
- You can get free, confidential and independent consumer advice at any time from Citizens Advice (citizensadvice.org.uk).
- Nothing in this procedure affects your statutory legal rights.
06Our details
LetCompliance is operated by Erdem Volkan, a sole trader based in England, providing software to landlords and letting agents in England. Complaints and all correspondence: letcomplianceuk@gmail.com. This procedure, and any complaint, is governed by the law of England and Wales.