1. Our commitment
Owlsymbolism Group Ltd aims to deal with concerns fairly, respectfully and without avoidable delay. Raising a complaint will not result in adverse treatment.
2. How to complain
Email enquiries@owlsymbolism.com using the subject “Complaint”, or write to Owlsymbolism Group Ltd, Unit A, 82 James Carter Road, Mildenhall, United Kingdom, IP28 7DE.
Please give your name and contact details, what happened, relevant dates or references, the effect on you and what outcome you are seeking. Do not send unnecessary sensitive information.
3. What happens next
- Acknowledgement. We will acknowledge the complaint within three business days.
- Review. One OSG director will initially own and investigate the complaint. We may ask focused questions or request relevant documents.
- Substantive response. We aim to provide a substantive response within 15 business days. If more time is needed, we will explain the delay and provide updates.
- Escalation. If you remain dissatisfied, you may request review by the other director where independence and conflicts permit.
- Final response. We will issue a final response within eight weeks unless exceptional circumstances or an applicable rule requires otherwise.
4. External routes
OSG does not state that it is a member of The Property Ombudsman. If an external redress scheme applies to your complaint, our final response will explain the relevant route and any applicable time limit.
For data-protection concerns, you have the right to complain to the Information Commissioner’s Office. We invite you to contact OSG first so that we can try to resolve the issue. Visit ico.org.uk/make-a-complaint.
5. Records and privacy
We use complaint information to investigate, communicate, improve services, meet applicable legal obligations and establish, exercise or defend legal claims. The usual lawful basis is legitimate interests, together with legal obligation where applicable. Complaints and supporting evidence are normally retained for six years after final closure, unless proceedings, a regulator or a legal hold requires longer. See our Privacy Notice.
6. Review
OSG will review this procedure before 13 August 2027 if there is a material change to law, services, processors, cookies, regulatory status or data use.