Complaints
How to complain to VEYLO X
If something has gone wrong, tell us. We would rather hear from you.
This procedure applies to anyone who uses VEYLO X, whether you are a landlord or a renter, and whether or not you have paid us anything.
If we do not put it right, an independent scheme, the Property Redress Scheme, can look at your complaint. The scheme is free for you to use. There is more about that at the end of this page.
How to complain to us
Email complaints@veylox.uk, or write to VEYLO X Limited, 66 Paul Street, London, EC2A 4NA. If you send it to another VEYLO X address we will still treat it as received on the day it reached us.
Tell us what happened and when, the address of the property if your complaint is about one, and what you would like us to do to put it right.
If putting it in writing is difficult, send us a telephone number and we will call you, write your complaint down and send you a copy to check. A voice message, or a photograph of something you have written by hand, is fine. Someone else can complain for you: tell us who they are and that they are acting for you, and we will deal with them as we would deal with you.
What happens next
| By when | What we do |
|---|---|
| Within 5 working days of receiving it | We acknowledge your complaint in writing and tell you who is dealing with it. |
| Within 15 working days of receiving it | We send you our full written response. |
| Within 8 weeks of the day we received your complaint | We send you our final response, whatever else has happened. |
If we need longer than 15 working days we will tell you why and when to expect our answer. The 8 week limit does not move.
If we have not put it right, the Property Redress Scheme can look at it
VEYLO X Limited is a member of the Property Redress Scheme, membership number PRS060375. If we have not put your complaint right, you can ask the Property Redress Scheme to look at it. The scheme is free for you to use.
The Property Redress Scheme asks you to complain to us first and to give us up to 8 weeks to sort it out. You do not always have to wait the full 8 weeks. The scheme may look at your complaint sooner, for example if the matter is urgent, if we are not responding to you, or once you have received our final response and remain unhappy. You need to contact them within 12 months of your last communication with us about the complaint. The Property Redress Scheme decides which complaints it can consider.
You make the complaint online, at the scheme's complaint form. The scheme has told us it cannot accept complaints by email. There is no charge, you can upload your evidence with the complaint, and you can withdraw at any time.
Property Redress Scheme, Limelight, 1st Floor, Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
Telephone 0333 321 9418
Complaining to us does not affect your right to contact Trading Standards through the Citizens Advice consumer helpline on 0808 223 1133, to take independent legal advice, or to go to court.
Our records
We keep a record of every complaint and of what we did about it. If the Property Redress Scheme, a court or an enforcement authority asks us for that record, we give it to them. Your rights over the personal information we hold about you, including how to ask for a copy of it, are set out in our Privacy Notice.
Changes
4 September 2026, complaints-v1.1-2026-09-04. Corrected how this page tells you to reach the Property Redress Scheme. Until today it gave an email address for the scheme and linked you to the scheme's home page. The scheme has told us that it cannot accept complaints by email, and that the address we printed is for its members to use about their membership and account, not for consumers. A complaint sent there would not have reached the people who deal with complaints. This page now sends you to the scheme's own complaint form, which is the route the scheme operates, and says that there is no charge, that you can upload your evidence with the complaint, and that you can withdraw at any time. The scheme's postal address and telephone number are unchanged. Nothing about how or when we handle your complaint has changed.
4 September 2026, complaints-v1.0-2026-09-04. First published.