Complaints & Feedback

1. Who we are and scope

Landlord Tax Enquiry is an information-only business that supports landlords facing HMRC tax and compliance enquiries by providing educational materials and general information. We do not act as agents, advisers, or representatives and we do not provide tax or legal advice. This policy covers complaints and feedback about our website, our information materials, and our communications. If your concern relates to services supplied by a third party, we will direct you to that provider’s process where appropriate.

2. What this policy covers

We define a complaint as an expression of dissatisfaction about our information-only services, our communications, our handling of personal data, or our use of cookies or electronic marketing within the meaning of PECR. Feedback includes suggestions for improvement, compliments, and general comments. Data protection complaints cross-refer to our Privacy Policy and Data Protection Policy.

3. How to contact us

• Email: contact@landlordtaxenquiry.co.uk
• Web: www.landlordtaxenquiry.co.uk/contact
• Post: Complaints, Landlord Tax Enquiry, 7 Grosvenor Gardens, Victoria, London SW1W 0AF

Please tell us if you need a reasonable adjustment or an alternative format. We will make proportionate efforts to assist.

4. Information to include in your complaint

To help us investigate efficiently, please provide your name and a contact method; a clear description of the issue and when it occurred; any supporting facts, references, or screenshots; and your preferred outcome (for example, an explanation, correction, or assurance). You are not required to suggest an outcome.

5. What happens next (acknowledgement and timescales)

We aim to acknowledge your complaint within 5 working days, and to provide a final response within 28 calendar days where possible. If we need more time due to complexity, we will explain why and provide an updated timeframe. These timescales are service standards, not legal deadlines, and do not limit your statutory rights.

6. Investigation approach

We will review the facts, relevant records, and communications, and may contact you for clarification. Where a complaint raises data protection issues, we will involve a data protection lead. Where it concerns cookies or electronic communications, we will consider PECR obligations in addition to UK GDPR and the Data Protection Act 2018. We will be fair, objective, and proportionate.

7. Outcomes and remedies

Possible outcomes include an explanation, an apology, correction of information, withdrawal or amendment of content, changes to our processes, or confirmation that no action is required with reasons. We do not provide financial compensation. Where appropriate, we will explain any steps taken to prevent recurrence.

8. Escalation and external options

If you are dissatisfied with our final response, you may request a further internal review. Data protection complaints: you may complain to the Information Commissioner’s Office (ICO) at www.ico.org.uk. We encourage you to contact us first. Financial services complaints: Landlord Tax Enquiry does not provide regulated financial services and complaints about us are not within the Financial Ombudsman Service’s jurisdiction. PECR complaints: for concerns about electronic marketing or cookies, you may also raise your concern with the ICO.

9. Anonymous complaints and representatives

We will consider anonymous complaints where possible based on the information provided. If you make a complaint via a representative, please ensure you authorise them to act for you. We may ask for reasonable evidence of authority to protect confidentiality.

10. Recording and retention

We record complaints and feedback to monitor service quality and compliance. We retain general correspondence for 24 months; complaints files and investigation records for at least 6 years after closure; and web and application logs for 12 months. These periods align with our Privacy Policy and Data Protection Policy.

11. Personal data and lawful bases

We process personal data to handle complaints and feedback. Our lawful bases are legitimate interests (to manage our services and resolve issues) and legal obligation (to comply with UK GDPR, the Data Protection Act 2018, and related duties). We keep data minimised and secure.

12. Conflicts of interest and fairness

We will manage potential conflicts of interest and, where appropriate, assign a different person to review your complaint. We aim to ensure decisions are fair, transparent, and based on the available evidence.

13. Review and version control

This policy is reviewed at least annually or when there is a relevant legal, regulatory, or operational change. Cross-references: Privacy Policy, Cookie Policy, Data Protection Policy. Landlord Tax Enquiry does not provide tax or legal advice.