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Complaints

OpenAddress Ltd

Last updated: 27 July 2026

We would rather hear from you than not. If something has gone wrong — a letter that should not have been sent, a payment problem, a message we handled badly, or simply a service that fell short of what you expected — please tell us. Most problems can be sorted out quickly once we know about them.

This page explains how to complain, what we will do, how long it will take, and what you can do if you are still unhappy afterwards.

Who can complain

You do not need to be a paying customer to use this procedure. You can complain if you are:

  • a buyer who has used OpenAddress to send a letter or unlock a conversation;
  • a homeowner or occupier who has received a letter through OpenAddress, whether or not you responded to it; or
  • anyone else directly affected by something we have done or failed to do.

If you have received a letter and simply want it to stop, you do not need to make a complaint. Follow the opt-out link or QR code on your letter, or write to us at the address below, and we will permanently suppress your address so that no further letters can be sent to it through OpenAddress. Opting out is free, immediate, and requires no personal details or explanation.

How to complain

Please put your complaint in writing. We are a small business and do not operate a telephone line, so email is the fastest and most reliable route.

Email: [email protected]

Or write to us at: Complaints, OpenAddress Ltd, Ground Floor, Gallery Building, 65-69 Dublin Road, Belfast, BT2 7HG

To help us investigate properly, please include as much of the following as you can:

  • a clear description of what happened, and why you think we fell short;
  • the dates and times of anything relevant;
  • the property address, or the reference printed on your letter, if your complaint concerns a letter;
  • the email address associated with your OpenAddress account, if you have one;
  • copies of any emails, letters or screenshots that support your complaint; and
  • what you would like us to do to put things right.

You are welcome to complain without all of this. If we need more information, we will ask.

If you would find it difficult to complain in writing, or need us to communicate with you in a particular way, tell us and we will do what we reasonably can to accommodate you.

What happens next

Within 3 working days of receiving your complaint, we will confirm in writing that we have it.

Within 10 working days of that confirmation, we will send you our full written response. It will set out what we found, what we have decided, and what we are going to do about it.

If we cannot complete our investigation in that time, we will write to you before the deadline to explain why, and to tell you when you can expect our full response.

Because OpenAddress is a one-person company, your complaint will be investigated and answered by the director, Cathal Gallagher. There is no separate internal appeal stage. Once we have sent our full written response, we will treat our internal procedure as complete, and you are free to escalate as described below.

We keep a written record of every complaint we receive and how it was resolved.

If you are still unhappy: the Property Redress Scheme

OpenAddress Ltd is a member of the Property Redress Scheme, a government-approved redress scheme that independently investigates complaints about property businesses. Our membership number is PRS059824.

If you remain unhappy after our final response, you can ask the Property Redress Scheme to look at your complaint. It is free for you to use. Before they can consider it, two conditions must be met:

  • you must have allowed us up to eight weeks from the date we received your written complaint to investigate and respond; and
  • it must be less than one year since the last communication between us about the complaint.

You can contact the Property Redress Scheme at:

Email: [email protected]

Website: propertyredress.co.uk

Post: Property Redress, Limelight, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH

We are required to co-operate with the Property Redress Scheme's process and to comply with its final decisions.

The Property Redress Scheme considers whether we provided the service a reasonable customer would expect. There are some things it cannot deal with, for example matters that are already before a court, allegations of criminal or fraudulent conduct, or requests for a ruling that only a court can give. Its website explains the full position, and using its service does not stop you taking your own legal advice.

Complaints about how we handle your personal data

If your complaint is about privacy or data protection rather than about our service, you can raise it with us in exactly the same way, using the details above. We would appreciate the chance to put things right first.

You also have the right to complain to the Information Commissioner's Office, the UK data protection regulator, at ico.org.uk. Our ICO registration number is ZC179457.

Our details

OpenAddress Ltd, a company registered in Northern Ireland, company number NI741612.

Registered office: Ground Floor, Gallery Building, 65-69 Dublin Road, Belfast, BT2 7HG.

Email: [email protected]

ICO registration: ZC179457

Property Redress Scheme membership: PRS059824