Complaints procedure
Last updated: 26 August 2026
If you are unhappy with LicenceDesk, email hello@licencedesklondon.com with the subject “Complaint”. Include your name, property address or reference, what happened and the outcome you are seeking.
1. Acknowledgement
We aim to acknowledge a complaint within three working days and confirm whether any further information is needed.
2. Review
We will review the relevant correspondence and service records fairly. We aim to provide a full written response within 10 working days. If more time is needed, we will explain why and give a revised date.
3. Our response
The response will summarise what we considered, our findings and any action proposed. Possible outcomes include an explanation, correction, completion of outstanding work, service improvement or an appropriate refund.
4. Further review
If you remain dissatisfied, reply within 14 days explaining what you believe was missed. We will conduct a final review and respond in writing.
5. Other rights
This procedure does not remove any statutory rights or prevent you from seeking independent advice or using an appropriate external dispute or court process.