1. Is it about Sused, or about your building?
About your building, such as a repair, the service charge, a neighbour, or how the building is run: Sused doesn't manage buildings, so we can't decide these. Raise it with your managing agent or the directors. You can do that in the app by reporting it with the complaint category, and choose who sees it: you can send it to the directors without the managing agent seeing it, or the other way round.
If you're still not satisfied, follow the managing agent's own complaints procedure. Managing agents in England must belong to a government-approved redress scheme, which can look at complaints the agent hasn't resolved.
About Sused itself, such as the app, the website, something we did, or how we handled your data: follow the steps below.
2. How to complain about Sused
Email hello@sused.co with “Complaint” in the subject. Tell us what happened, when, and what you'd like us to do. Screenshots help if you have them.
- We acknowledge your complaint within 5 working days.
- We look into it and reply in full within 20 working days. If it will take longer, we tell you why and when to expect an answer.
- If you're not happy with our reply, tell us, and someone senior will review it.
3. Complaints about how we use your data
Email privacy@sused.co with “Data complaint” in the subject. Under the Data (Use and Access) Act 2025, from 19 June 2026, we:
- acknowledge your complaint within 30 days;
- look into it without undue delay, and may ask you for more detail;
- tell you what we found and what we've done about it.
If you're not happy with our answer, you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113. Our privacy policy has more detail.
4. Accessibility problems
If something on Sused is hard to use, see our accessibility statement for how to tell us and what happens next.