Raise a concern or complaint

We want to hear when something is not right, whether it is a problem with the service, a privacy concern, a possible security issue or an accessibility barrier. This article explains how to raise it. Our Complaints Policy is the governing document.

How to contact us

Email info@blackwellen.com. To help us deal with it quickly, include:

• your name and the email address linked to your account, if you have one
• the workspace or portal involved, if relevant
• what happened, when, and what you would like us to do
• any screenshots or reference numbers that help explain it

Do not include passwords or full payment card details in your email.

Security concerns

If you think you have found a security vulnerability, or you believe an account or workspace has been accessed without permission, email us as soon as possible with as much detail as you can. Please do not test the issue further or access data that is not yours. Our Security overview has more information.

Misuse of the service

If you see Propvora being used in a way that breaks our Acceptable Use Policy, such as spam, harassment or impersonation, report it to us by email with the details.

Accessibility

If something in Propvora is hard to use with assistive technology, or you need information in a different format, tell us. Our Accessibility statement explains our approach.

Privacy complaints and the ICO

If your complaint is about how we handle personal data, we will look into it and reply. You also have the right to complain to the Information Commissioner's Office (ICO), the UK regulator for data protection, at ico.org.uk. The ICO will usually expect you to have raised the matter with us first.

If your concern is about data a letting agent or property manager holds about you in their workspace, raise it with them first, as they are responsible for that data.