Complaints

We want to hear when something goes wrong, so we can put it right. This page explains how to complain about RunYourBlock, the software and the company behind it.

How to complain about RunYourBlock

Email hello@runyourblock.co.uk with "Complaint" in the subject line. Please tell us:

• your name, and the block you're connected with (if any);
• what went wrong, and when;
• what you'd like us to do to put it right.

If you'd find it easier to explain in another way, tell us and we'll arrange it.

What happens next

1. We acknowledge your complaint within 5 working days and tell you who is dealing with it.
2. We look into it and send you a full reply within 20 working days. If we need longer, we'll tell you why and when you can expect an answer.
3. If you're not satisfied, reply and ask for a review. Phil, the founder, will review your complaint personally and give you a final answer within a further 20 working days.

Complaints about personal data

If your complaint is about how we've used personal data, we'll acknowledge it within 30 days, as data protection law requires, and follow the steps above. If you're still unhappy, you can complain to the Information Commission (the ICO) at https://ico.org.uk/make-a-complaint/ or on 0303 123 1113.

If your complaint is about data your block's company holds in the app (for example, a leaseholder asking for a copy of their records), the company is responsible for that data. We'll pass your complaint to it and help it respond.

If we can't agree

Our customers are companies, so consumer ombudsman schemes don't usually apply. If we can't resolve a complaint between us, we're open to mediation. Our Terms of Service explain the law and courts that apply.

We keep a record of complaints and what we learned from them, and we use it to improve RunYourBlock.