Complaints

If you're unhappy with us

Last updated 3 November 2026.

We want to hear when we get something wrong. Telling us helps us put it right for you and for everyone else.

How to complain

Email hello@freeholdpilot.com with "Complaint" in the subject. Tell us who you are, which building it's about if it's about one, what went wrong and what you'd like us to do. Screenshots or copies of emails help.

What happens next

1. We acknowledge it within 5 working days, and tell you who is looking into it.
2. We look into it and may ask you questions. We don't share your complaint with other people in your building without your agreement.
3. We give you a full written answer within 4 weeks: what we found, what we're doing about it and why. If it takes longer, we tell you why and when to expect it.

If you're still unhappy

• About your personal data: you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.
• About a regulated partner firm (a solicitor or insurance broker we introduced you to): complain to that firm first. Each regulated firm has its own complaints process and ombudsman, such as the Legal Ombudsman or the Financial Ombudsman Service.
• About how your building is run: Freeholdpilot is software that your building's own company uses. Decisions about repairs, service charges and the building are made by your company's directors, so raise those with them first. The Leasehold Advisory Service gives free advice, and some disputes can go to the First-tier Tribunal (Property Chamber).

Freeholdpilot is not a managing agent, so it isn't currently a member of a property redress scheme.