Complaints Procedure

Last updated: 6 August 2026

1. Our approach

We take complaints seriously and aim to resolve them quickly, fairly and in writing.

2. Step one — contact the support team

Email support@regentrecordcheck.co.uk with the subject line "Complaint", your Regent reference, what went wrong, when it happened and the outcome you are seeking. You can also use our contact form and select "Complaint".

3. Step two — acknowledgement

We acknowledge every complaint within 5 working days and tell you who is handling it.

4. Step three — investigation and response

We investigate and send a written response within 20 working days. If we need longer we will explain why and give a revised date.

5. Step four — review

If you are not satisfied, you can ask for the decision to be reviewed by a senior member of our support team, who will respond within 10 working days.

6. External options

If the matter remains unresolved you may seek advice from Citizens Advice or another consumer body. Complaints about how we handle personal data can also be made to the Information Commissioner's Office at ico.org.uk.

7. Records

We keep a record of complaints and their outcomes for three years so that we can improve the service.