Complaints
This procedure is how you raise a complaint about Sortr itself — our service, or how we have handled your personal data. Complaining is free and never counts against you.
If something has gone wrong with Sortr — a billing error, an app fault, the way a problem was handled, an accessibility barrier, or how we have looked after your data — we want to hear about it and put it right. This page explains how to complain, what happens next, and where you can take an unresolved complaint.
How to complain about our service
Email us and put “Complaint” in the subject line. The button below opens a message with a suggested subject already filled in.
You can also write to us by post: Micromat Limited, 6 Carnegie Street, Rushden, NN10 9SN — trading as ‘Sortr’.
How to complain about your data
If your complaint is about how we have collected, used, shared or stored your personal data, email our privacy mailbox with “Data protection complaint” in the subject line.
This is separate from a data-rights request (asking for a copy of your data, or to correct or delete it) — for those, see our Privacy Policy. You can also complain to the UK Information Commissioner’s Office at any time (see below).
What to include
The more you can tell us, the faster we can help. Where you can, please include:
- Your name and the email address or phone number on your Sortr account;
- The booking reference (shown on your receipt email and on the booking screen), if your complaint relates to a booking;
- What went wrong, when, and what you would like us to do about it;
- Copies of anything relevant — screenshots, an email you received, or the amount you were charged.
If you can’t provide all of this, complain anyway — we will ask for whatever we need. If you need extra support to complain (for example because of a bereavement, a disability, ill health or financial difficulty), tell us, or ask someone you trust to complain on your behalf, and we will adjust how we deal with it.
What happens next
We acknowledge every complaint. For a complaint about our service we aim to acknowledge within 2 working days and to send a full response within 14 days, telling you what we found and what we will do. For a complaint about your data we will acknowledge within 30 days at the latest and respond without undue delay, as the law requires (Data Protection Act 2018, section 164A). If we ever need longer, we will tell you why and when you will hear from us. If you are not satisfied with our response you can ask us to review it afresh; that review is our final response.
If your complaint is still not resolved
Once our internal procedure has concluded — or if we have not resolved your complaint within 8 weeks — you can refer an unresolved consumer complaint to an independent alternative dispute resolution (ADR) provider. We intend to use:
CEDR (Centre for Effective Dispute Resolution). We will confirm the accredited provider, its contact details and any fee before this page goes live, and we are willing to take part in ADR through that provider. Using ADR is optional and does not affect your statutory rights or your right to go to court.
If your complaint is about how we have handled your personal data and you are not satisfied with our response, you can complain to the UK Information Commissioner’s Office (ICO) at ico.org.uk/make-a-complaint (helpline 0303 123 1113). You can approach the ICO at any time, though it will usually expect you to have raised the matter with us first.
Complaints from Sorters
Sorters can use this procedure on the same basis, including for complaints about deactivation, suspension or account restriction. Because Sorters work with us as self-employed businesses, the consumer ADR route above does not apply; a final response instead signposts the relevant appeal route and, for data matters, the ICO. Nothing here affects a Sorter’s rights under the Sorter terms.