Complaints procedure

What this covers

This procedure covers anything Clarity Investment Capital Ltd does: the location reports and the rest of the site. If something has gone wrong, we would rather hear about it than not, and making a complaint never affects how we treat you.

Clarity Investment Capital Ltd, trading as Clarity Property Investments, is registered in England and Wales under company number 17040524. Registered office: 12 Jonson Road, Neston, CH64 9TF. Registered with the Information Commissioner's Office under reference ZC131575. VAT registration number GB530472416.

How to complain

Complaints are taken in writing, so that you and we have the same record of what was said. Email info@claritypropertyinvestments.com with “Complaint” in the subject line, or write to us at 12 Jonson Road, Neston, CH64 9TF.

Tell us your name and the email address on your account, what went wrong and when, which report it concerns, and what you would like us to do. Copies of anything that helps (an order confirmation, an email, a page of a report) save time. If you need us to communicate in a different way because of a disability or for any other reason, say so and we will.

Stage one: our investigation

We acknowledge your complaint in writing within 3 working days of receiving it, and tell you who is looking into it.

We then investigate and send you a full written response within 15 working days of that acknowledgement. It sets out what we found, whether we uphold the complaint, and what we will do about it. If we need longer, for example because we are waiting on a third party, we will write to tell you why and when you will hear from us.

Stage two: a review

If you are not satisfied with that response, reply within the following four weeks and say why. A director of the company reviews the whole complaint again from the start, not only the points you raise, and sends you our final written response (our “final viewpoint”) within 15 working days of your request.

We are a small company, so the person reviewing a complaint may know of it already. When that happens we say so in the final viewpoint, and it does not limit where you can go next.

Reports and the site: if we cannot settle it

If a complaint about a report or the site is not settled by our final viewpoint, that response will name an alternative dispute resolution provider able to consider it and tell you whether we agree to use that provider. Your statutory rights are unaffected, and nothing in this procedure stops you taking advice from Citizens Advice or going to court.

A report that is faulty or not as described is refunded or corrected under our refund terms, and you do not need to make a formal complaint to ask for that.

Complaints about your personal data

Complaints about how we handle your personal data follow this procedure too. You also have the right to complain to the Information Commissioner’s Office at any time, as our Privacy Policy explains.

What we keep

We keep a record of every complaint, what we found and what we did, for six years. We read them together from time to time, because the same complaint arriving twice usually means something in the product needs fixing rather than another apology.