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Complaints Policy

Complaints Policy

Last updated: March 2026

1. Introduction

At RenewalGuard (a trading name of Longworths Holdings UK Limited), we are committed to providing a high-quality service. If something goes wrong, we want to hear about it so we can put things right.

This policy sets out how you can make a complaint and what you can expect from us.

2. How to Make a Complaint

You can submit a complaint by:

  • Email: support@renewalguard.co.uk
  • Post: Longworths Holdings UK Limited, 45 Fitzroy Street, Fitzrovia, 4th Floor, Silverstream House, London, W1T 6EB

Please include:

  • Your name and contact details
  • A clear description of your complaint
  • Any relevant reference numbers, screenshots, or documents
  • What outcome you are seeking

3. Acknowledgement

We will acknowledge your complaint within 2 working days of receipt.

4. Investigation

We will investigate your complaint thoroughly and fairly. During the investigation, we may contact you for further information.

5. Response

We aim to provide a full response within 10 working days. If the matter requires more time, we will let you know and provide an estimated timeframe.

6. Resolution

Our response will include:

  • A summary of the complaint
  • The outcome of our investigation
  • Any actions we have taken or propose to take
  • Information about how to escalate the complaint if you are not satisfied

7. Escalation

If you are not satisfied with our response, you may:

  1. Request a review: Ask for the complaint to be reviewed by a senior member of our team by writing to the address above, marked "Complaints Escalation".
  2. External resolution: If we are unable to resolve your complaint to your satisfaction, you may have the right to refer the matter to an appropriate external body or seek independent legal advice.

8. Data Protection

Any personal data collected as part of the complaints process will be handled in accordance with our Privacy Policy and applicable data protection legislation, including the UK GDPR.

9. Continuous Improvement

We use complaints to improve our services. All complaints are logged and reviewed regularly to identify trends and areas for improvement.

10. Contact

Longworths Holdings UK Limited 45 Fitzroy Street, Fitzrovia, 4th Floor, Silverstream House, London, W1T 6EB Email: support@renewalguard.co.uk Company No. 16248412