Complaints and support

Stop The Mould is run by one founder, who handles every complaint personally. If something about your assessment, your Reviewed Report, a payment, a response time or the way your information was handled has not been right, this page says how to tell us and what happens next.

How to raise a complaint

Email hello@stopthemould.com with "Complaint" in the subject line. Include:

• your case reference if you have one (it begins STM-);
• the email address you used at checkout, or with the free check if you sent your report from it;
• what happened, and the outcome you are looking for.

What to expect

• Acknowledgement within 2 working days.
• Initial response within 5 working days, either resolving the issue or saying what is being looked into.
• Full response within 20 working days for anything that needs investigation. If it needs longer, we tell you why and when to expect it.

"Working days" means Monday to Friday, excluding UK bank holidays. Every complaint is answered by email from the same mailbox, so the whole thread stays in one place.

Refunds

The refund rules are set out under Cancellation and refunds in the terms of use. In two lines: if we cannot produce what you paid for from what you supplied, we refund in full. If the Reviewed Report is late, tell us and we will agree a refund or a new date.

If there is a clear error in a report, tell us and we correct it; if we cannot correct it, we refund it. A refund is not given because you disagree with the likely pattern or the level of confidence, because the assessment is evidence-led guidance, not a diagnosis, and it says what it cannot establish. Your rights under the Consumer Rights Act 2015 are not affected.

Complaints about your personal data

If your complaint is about how we handled your personal information or your photographs, email the address above; the privacy policy explains what we hold and your rights. You also have the right to complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113. We would rather hear from you first so we can put it right.

If you are not satisfied with the final response

Reply to the same email thread and say that you want the complaint reviewed again. The founder, who is also the company's director, re-reads the whole thread afresh and aims to reply within a further 10 working days.

We have not nominated an alternative dispute resolution body. If we cannot resolve a complaint, our final response will tell you which certified alternative dispute resolution provider could consider the dispute and whether we are willing to use it, as the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 require. You can also take a claim to the county court.

What we cannot help with

Stop The Mould does not provide legal advice, medical advice or a formal survey, and cannot make a landlord, letting agent, council or housing association act. For those:

• Legal. Citizens Advice, Shelter, or a regulated solicitor.
• Health. NHS 111, your GP, or 999 in an emergency.
• Housing enforcement. Your local council's environmental health or private-sector housing team; for social housing, the Housing Ombudsman after your landlord's own complaints process.

Company details

Stop The Mould Ltd, company number 17316399, registered office 66 Paul Street, London, EC2A 4NA. Email hello@stopthemould.com.