Complaints
Last updated 2 August 2026
We want Thucy to work well for you. If something has gone wrong, please tell us. We take every complaint seriously and use them to improve.
How to raise a complaint
Email complaints@thucy.co.uk with your name, the email on your account, and a description of what happened. Including any reference numbers, dates, and screenshots helps us look into it quickly.
What happens next
We will acknowledge your complaint within three working days and give you the name of the person handling it. We aim to give you a full response within fifteen working days. If we need longer, for example because the issue is complex, we will tell you why and give you a revised timescale.
If you are still not satisfied
If we cannot resolve things between us, you may be able to refer your complaint to the relevant body. Complaints about how we handle personal data can go to the Information Commissioner's Office at ico.org.uk. Complaints relating to our anti-money-laundering supervision can be raised with our supervisory authority, [supervisory authority]. For consumer disputes you may also be able to use an alternative dispute resolution service.
Companies House filings
Companies House is responsible for the statutory register and for decisions on filings. Where a complaint concerns a decision made by Companies House rather than by us, we will help you understand the process for raising it with them.