Complaints
If something's wrong, we want to know. This page explains who to contact and what to expect — for issues with your Building or with ECET itself.
We accept complaints through any channel — email, post, phone, a social-media message, or in person at the building. We'll acknowledge within 5 working days and aim to resolve within 30 calendar days, whichever route you choose.
This is ECET's platform support contact, used when a Building hasn't yet set their own support email. Once your Building configures theirs, it'll show here instead.
Write to ECET Studios Ltd. The registered office address is on file at Companies House; we can confirm it on request via the email above.
However your complaint reaches us — including a DM on social media, a phone call, or a hand-delivered letter — we'll treat it the same. We'll never refuse to accept a complaint because of the channel it arrived on (UK Data Use and Access Act 2025).
If we haven't resolved your complaint to your satisfaction within 30 days, you can escalate.
- Data-protection complaints(how your personal data is handled) — the UK Information Commissioner's Office at ico.org.uk/make-a-complaint. You don't need to come back to us first; the ICO will normally suggest you give us 30 days to respond, but it's your call.
- Consumer complaints(service or contract issues that aren't data-protection) — the trading-standards service via Citizens Advice.
- To acknowledge within 5 working days.
- To investigate impartially — a complaint isn't handled by the person whose action it concerns.
- To explain our decision in plain English, in writing, with a route to escalate.
- To learn from complaints — themes and outcomes are reviewed at least annually.
See also the Privacy Policy and Terms.