If your report is wrong
Every AcoustaPLOT report is a modelled estimate with a stated uncertainty range, so a figure sitting inside that range is the report working as described. But if your report is wrong, incomplete, not what we described, or never arrived, that is on us and we will put it right. This page tells you how, and what you are entitled to.
How to tell us
Email hello@acoustaplot.co.uk, or write to us at ACOUSTAPLOT LTD, 81 Howarth Road, Wimborne, England, BH21 2FG. Include your report reference if you have it — but if you don't, your email address (or your name and the property address, if writing by post) are enough for us to find the order.
There is no form to fill in, no deadline we impose, no fee, and no particular form of words. Telling us plainly what looks wrong is enough. You do not have to prove anything before we will look at it.
What happens next
- We aim to reply within two working days to confirm we have it.
- We re-run the assessment ourselves and check it against the source data, rather than asking you to demonstrate the error.
- We aim to tell you the outcome within ten working days. If it is going to take longer we will say so and why.
- We tell you what we found, including when we find we were right.
What you are entitled to
Your rights here come from the Consumer Rights Act 2015, not from us, and nothing in our terms cuts them down. In short:
- A corrected report. If something is wrong, we correct and re-issue it at no cost to you.
- Or your money back. You can have a refund of the full price you paid instead. You do not have to let us try a correction first, and we will not reduce it because you have already read the report.
- The choice is yours, not ours. We will not insist on trying a correction first if you would rather have the refund.
- And beyond that. If we get something wrong and it causes you a loss that both of us could reasonably have foreseen when you bought the report, we are responsible for it. See section 7 of our terms.
Giving up the 14-day cooling-off right at checkout does not touch any of this. What you gave up was the right to change your mind for no reason; everything on this page is about what happens when there is a reason.
If you are not happy with our answer
Say so and we will look again — a second look costs you nothing. We are not a member of an alternative dispute resolution (ADR) scheme, and we are not required to be, but once we have told you the outcome of looking at your complaint, if you are still unhappy we will point you to an approved ADR provider that handles general consumer–trader disputes — the current list of approved bodies is published by the Chartered Trading Standards Institute at tradingstandards.uk. We will tell you at that point whether we are willing to take part in ADR through them. You can also take the matter to your local Trading Standards service through the Citizens Advice consumer helpline on 0808 223 1133 or at citizensadvice.org.uk/consumer, and your statutory rights, including going to court, are unaffected.
Complaining about how we have handled your personal data is a different route — use our data protection complaints page for that.