Complaints Procedure
Version 2026-07-27. Last updated 27 July 2026.
If any part of our service falls short, we want to hear about it. Most problems are sorted quickly once we know.
How to complain
Email info@sortedrefunds.co.uk with the word Complaint in the subject line, or send us a WhatsApp message on +44 7882 509005. Please include:
- Your name and the best way to reach you
- What went wrong, and roughly when
- What you would like us to do about it
What happens next
| Stage | Timescale |
|---|---|
| We acknowledge your complaint in writing | Within 3 working days |
| We investigate and give you a full written response | Within 20 working days |
| If we need longer, we tell you why and give a new date | Before the 20 days are up |
The person who looks at your complaint will not be the person whose work you are complaining about, wherever that is possible.
If you are still not satisfied
Tell us, and we will review the decision once more and write to you again.
If your complaint concerns how we have handled your personal data, you can also contact the UK Information Commissioner's Office at ico.org.uk or on 0303 123 1113.
If your complaint concerns your tax position rather than our service, HMRC has its own complaints process at gov.uk/complain-about-hmrc.
What it costs
Nothing. Complaining is free and it will never affect how we handle your claim.