What is the Planning Portal's complaint procedure?

The policy aims to ensure that:  

• Anyone with a complaint is listened to and treated with courtesy, empathy and fairness
• Those with complaints are kept informed of the progress and outcome of investigations into their complaint
• Action to rectify the cause of the complaint is identified, implemented and evaluated
• We learn from complaints so that we can continually improve our service.

Contacting Planning Portal: Customer Complaints

Thank you for using Planning Portal, your feedback is appreciated to help us to understand and improve the services we provide through Planning Portal. We are committed to providing customers with the best possible service but we recognise that sometimes things go wrong.

Please email us at complaints@planningportal.co.uk¹ and someone will be in touch with you to discuss your complaint further.

We aim to acknowledge your complaint within two working days and send a formal response within 10 working days. If for any reason we’re unable to respond to your complaint in the given timelines, we’ll keep you informed as to the reasons why and we’ll give you an updated timeline for response.

Your personal information

If you use our complaints procedure, you’re agreeing that we can use any personal information you send us for the purposes connected with your complaint. We’ll only give your personal information to third parties if required to do so in relation to your complaint.

1. mailto:complaints@planningportal.co.uk?subject=Complaint