Complaints and Concerns Policy

You may raise a concern about TrueValue's service, billing, account handling, privacy, accessibility, a network listing or our conduct. Complaints can be made by customers, guests, signers, contacts or other affected people. You do not have to purchase a subscription to raise a privacy concern.

TrueValue is operated by TrueValue Technologies Ltd, company number 17462580, registered office 66 Paul Street, London, England, United Kingdom, EC2A 4NA. Send general, billing, cancellation and listing concerns to legal@truevalue.business; privacy complaints and rights requests to privacy@truevalue.business; and urgent security concerns to security@truevalue.business. You may also write to the registered office or use an available account support route.

A particular form, legal wording or login is not required. Tell us how to contact you, what happened, the relevant account or document where known, and the outcome you are seeking. Do not send passwords, full payment details or unnecessary confidential files. We can arrange a safer evidence route where needed.

Tell us if you need a reasonable adjustment, accessible format or help communicating the complaint. You may use an authorised representative; we may request proportionate evidence of authority before sharing private information with them. We will not reject an otherwise identifiable complaint merely because it does not use our preferred template.

Anonymous reports may still help identify a problem, although a lack of contact or evidence may limit an individual response. We assess the substance fairly and do not penalise someone merely for complaining, requesting a refund or expressing an honest adverse opinion.

We aim to acknowledge complaints within five Business Days, identify a responsible person and explain any information needed. We acknowledge a data-protection complaint no later than 30 calendar days after receipt and take appropriate steps to respond without undue delay. A Business Day is Monday to Friday excluding public holidays in England.

We assess the issue, review relevant records and seek information from the appropriate people or suppliers. We may need to verify identity or authority where the response would disclose protected information; checks must be proportionate and cannot be used to obstruct a complaint.

Our target is a substantive response within 20 Business Days. If the matter requires longer, we explain why, provide an update and identify the next step. These general service targets do not extend a statutory deadline, a contractual refund period or a breach-notification obligation. Urgent security reports are handled under the separate incident policy rather than left in the ordinary complaint queue.

We explain our findings, any corrective action or remedy and the reason for a decision. Depending on the issue, a response may include a correction, technical fix, clarification, access change, apology, refund or another remedy required by the agreement or law. We do not promise a particular outcome before considering the evidence.

If you disagree, reply asking for a review and explain the point you believe was missed. Where practicable, a director or responsible person not involved in the original decision will review it. We will state any practical limitation on independence rather than describe an internal review as external adjudication.

A complaint about a separate network provider's professional work should also be raised under that provider's engagement and complaint process. We remain responsible for investigating our own listing, routing or information-handling decisions. TrueValue is not automatically the regulator or ombudsman for an introduced adviser.

A privacy complaint and a request to exercise data rights are different processes and may run together. We identify and address each applicable obligation. UK GDPR rights requests are normally answered within one calendar month, subject to lawful adjustments and any extension explained within the required period; the general complaint target does not replace that timetable.

Where information is controlled by a customer, we explain our processor role, refer the matter promptly to that customer where appropriate and provide the assistance required by the DPA. We handle our own controller processing directly. We do not tell you that only our customer has responsibilities where TrueValue also controls relevant information.

You may complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint/ or another competent authority where applicable. Our process does not remove that right or prevent a judicial remedy. You do not have to agree to confidentiality about an unlawful practice as a condition of obtaining a statutory remedy.

We retain proportionate complaint records under the Privacy Notice and Data Retention, Export and Deletion Policy, limit access and use relevant lessons to improve the service. We may protect other people's privacy and privileged advice while still giving a meaningful response.

We may set reasonable communication boundaries in cases of threats, abuse or objectively excessive repetition, but will not use that to disregard a new issue, valid rights request or legal duty. Any restriction will be explained where safe and appropriate.

This policy does not require you to waive legal rights, prevent a lawful payment dispute, impose mandatory arbitration or assert membership of an external dispute-resolution scheme. Any applicable regulatory or statutory escalation rights continue to apply. Governing law and jurisdiction for contractual disputes are set out in the relevant accepted agreement.