01
Where to start
Homeowners can email support@rootsly.co.uk. Client staff can also use the support area in their organisation workspace. Result, report and referral messages should provide the same support route.
Include the affected feature and what happened, but do not email a password, one-time code, report token, detailed financial answers or another person's information.
02
Who handles which issue
Rootsly handles platform, technical and calculation issues. A complaint about a client's own service is handled by that client or partner. A privacy request follows the separate verified responsible-organisation workflow.
Rootsly tracks referral complaints and operational escalation, but does not present itself as the contractual adjudicator between a homeowner and a client or referral partner.
- Technical: access, errors, email or report delivery, and platform behaviour.
- Calculation: inputs, assumptions, ranges, explanation or reassessment.
- Account: staff membership, security or organisation access.
- Client or referral service: quality, communication, quotation, instruction or delivery by that company.
03
Privacy and security use separate routes
Use the verified privacy form for access, correction, restriction or anonymisation review. Use security@rootsly.co.uk for a suspected vulnerability, compromise or data exposure.
Separating these routes protects the evidence, response target and access controls appropriate to each type of work.
04
Response targets
Normal support and complaint work targets a human response by 17:00 Europe/London on the next business day. Critical security or platform work received before the operational cutoff targets the same business day; later urgent work targets the next business day.
Privacy requests retain their separate one-calendar-month operational target. A target is not a promise that investigation or final resolution will always be complete by that point.