If something is not right, please tell us. Email hello@charterlane.co.uk or call 0121 496 0750, Monday to Friday, 9am to 5.30pm.
Complaints
Last updated 1 October 2026
How to raise a concern
Mark your message for the attention of the founders, Helen Marsh and Dev Raman, so it reaches someone who can act.
What happens next
We acknowledge your concern within two working days.
We look into it and send a full reply within four weeks. If it is likely to take longer, we explain why and when to expect our reply.
If you are still unhappy
If our reply does not resolve things, tell us and we will explain any further options available to you.
This policy does not affect any right you have in law.