Effective 20 October 2026. If something has gone wrong, tell us and we'll put it right where we can. This policy applies to landlords, tenants and agents.
How to complain
Email hello@getbudgy.co.uk with "Complaint" in the subject line. Tell us what happened, when, and what you'd like us to do. Include any reference or property address that helps us find your account.
What happens next
| Step | Timing |
|---|---|
| We confirm we've received your complaint | Within 3 working days |
| We investigate and send a full written response | Within 15 working days |
| If it's complex, we tell you why and when to expect our response | No later than 15 working days |
| Final response, if you're still unhappy and ask us to look again | Within 8 weeks of your first complaint |
A founder, not the person involved, will review a complaint you ask us to look at again.
If you're still not satisfied
For complaints about how we handle your personal data, you can contact the Information Commissioner's Office at ico.org.uk.
Complaints about an agent
We can't resolve complaints about a letting agent's own service, because your contract is with them. We'll point you to the agent's complaints process and its redress scheme. Every letting agent in England must belong to one. We'll also take your complaint into account when we review that agent's profile.
Records
We keep a record of every complaint and how we handled it for 6 years, and use them to improve the service.