Complaints Procedure

Version: 1.2 · Last updated: 20 October 2026

Service complaints and data protection complaints

1. Contact points

For customer-service complaints email complaints@housemind.uk. For personal information rights requests email privacy@housemind.uk. General support is info@housemind.uk. Operator: Housemind Ltd (SC906223), registered in Scotland, Office 1, Technology House, 9 Newton Place, Glasgow G3 7PR.

2. What happens

We acknowledge complaints promptly; for personal data complaints the legal acknowledgment deadline is within 30 days. We investigate objectively without undue delay, obtain any necessary information, keep you reasonably updated and explain findings and practical remedies. A routine target of acknowledging within two working days is an internal target, not a guarantee of resolution.

3. Data complaints and independent routes

For personal data complaints, we record the concern, investigate appropriately, respond with reasons and explain the option to complain to the Information Commissioner’s Office at https://ico.org.uk/make-a-complaint/ . Customers retain any other applicable legal remedies.

4. Service remedies

When Housemind has failed to deliver a service as required, remedies may include correction, repeat performance, refund, credit restoration or other remedies under consumer law. We will not make access to statutory remedies conditional on accepting internal credit.

5. If you disagree with our response

Please tell us what aspect of our proposed resolution you believe is incorrect.

For personal-data complaints, you may complain to the ICO at https://ico.org.uk/make-a-complaint/ without needing our permission. You retain all statutory rights.

Housemind Ltd · Registered in Scotland, SC906223 · Registered office: Office 1, Technology House, 9 Newton Place, Glasgow G3 7PR · info@housemind.uk