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Making a complaint

If we've let you down, we want to know, and we want to put it right. Here's how to complain and what you can expect from us.

For: Everyone About 3 minutes to read Updated 9 October 2026
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At a glance

  • Email hello@letresolve.com with "Complaint" in the subject.
  • We'll acknowledge it within [2 working days] and aim to resolve it within [10 working days].
  • Not happy with our answer? Ask for a review by our founder.
  • You can also take data protection concerns to the ICO.

Our promise

  • We'll take your complaint seriously and deal with it fairly.
  • We won't make you jump through hoops. An email is all it takes.
  • Complaining will never count against you or your account.
  • If we got something wrong, we'll say so, put it right, and tell you what we've changed so it doesn't happen again.

How to complain

Email hello@letresolve.com with "Complaint" in the subject, or use this button:

Make a complaint

Please tell us:

  • your name, and the name of the landlord account you use
  • what happened, and when
  • what you'd like us to do to put it right
  • anything that helps us understand, such as screenshots or earlier emails

What happens next

  1. We acknowledge it within [2 working days], and tell you who's looking into it.
  2. We look into it properly. If we need to look at your account to understand what happened, we'll ask you first, and every page we open is recorded in your History.
  3. We reply in full within [10 working days], explaining what we found and what we'll do. If it's going to take longer, we'll tell you why and when you'll hear from us.

If you're still not happy

Reply to our response and ask for a review. Your complaint will then be looked at afresh by LetResolve's founder, Joel Wilkinson, who will send you a final response within [10 working days].

Your legal rights aren't affected by any of this. Our terms explain how disputes are handled.

Concerns about your personal data

  • Email privacy@letresolve.com and we'll respond within one month, as UK data protection law requires.
  • You also have the right to complain to the Information Commissioner's Office (ICO), on 0303 123 1113. We'd appreciate the chance to put things right first.
  • If you're a tenant whose details a landlord keeps in LetResolve, your landlord is responsible for that information. Please contact them first, and we'll help them respond.

Concerns about a landlord, agent or tenant

LetResolve is a record-keeping tool, so we can't step into disagreements between landlords and tenants. If you're a tenant with a concern about repairs, speak to your landlord or letting agent first. If that doesn't resolve it, your local council can help with housing conditions.

If you think someone is misusing LetResolve, for example to harass someone, please tell us. We take that very seriously, as our terms explain.