Customer Complaints Policy

Last updated: 30 October 2026

We want you to feel confident about the advice and service you receive from Multiproject (SE) Ltd. If something has not met your expectations, please let us know so we can understand the concern and put things right where needed. This policy covers our homeowner services, including the calculator, enquiries, paid advice and the way we handle personal information.

Tell us what happened

For service concerns, email homeowners@multiproject.uk. For privacy concerns, email office@multiproject.uk. You can also call 020 4578 1027 or write to Multiproject (SE) Ltd, Ideas House, Station Estate, Eastwood Close, London E18 1RT.

It helps to include your name, project or booking reference, what happened and the outcome you would like. There is no special form or wording to use. We also accept complaints made through our other usual contact channels. Tell us if you need help using this process or would like someone to act for you.

How we will respond

We will acknowledge your complaint within two working days, tell you who is handling it and aim to give you a full response within ten working days of receiving it. Working days are Monday to Friday, excluding public holidays in England and Wales.

A director oversees complaints. We will review the relevant records, ask for any information we need and explain our findings and any action we propose. Where practical, someone not directly involved in the issue will review it. If we need longer, we will explain why, give you an expected response date and keep you updated. We investigate and respond without unnecessary delay.

Depending on what happened, putting things right may involve an explanation, an apology, correcting our work, providing further work or an appropriate refund. We do not charge for handling complaints.

If you remain unhappy

Please tell the person handling your complaint what you think we have missed. We will review any further information and explain our final position in writing.

We are not currently a member of an external consumer redress scheme. We will consider reasonable proposals for independent mediation or another suitable way of resolving a dispute. If we agree to proceed, we will agree the provider and process with you and explain any costs before it starts, subject to applicable consumer protections. Where an external resolution arrangement applies by law or agreement, we will give you its details when explaining the outcome of your complaint.

Privacy concerns

The same contact and response process applies to concerns about your personal information. We will investigate, keep you informed and explain the outcome without undue delay. If we can resolve the privacy part of a wider complaint sooner, we will do so. Requests to access, correct or delete information are also handled within the applicable data protection time limits.

You have the right to complain to the UK data protection regulator, the Information Commission (ICO), at ico.org.uk/make-a-complaint/. You do not need our permission to do this.

Your rights

Our seven-day Reality Check refund guarantee and any period of follow-up support are separate from this complaints process. They do not set a deadline for raising a complaint or restrict your legal rights. Using this process does not affect your right to seek independent advice or take legal action.

We keep a record of complaints and their outcomes in line with our privacy policy and use what we learn to improve our services.