What happens if I challenge a claim on bigbensuite.co.uk?

Email compliance@bigbensuite.co.uk with the URL, the quoted copy, and your reason. Within twelve hours you receive an acknowledgement; within forty-eight hours we either cite the source, retract the claim, or reply with a written extension and a concrete new deadline.

How quickly does Big Ben Suite respond to a challenge?

The clock starts at the mail-server timestamp and does not pause for weekends or holidays. A twelve-hour acknowledgement is mandatory but does not satisfy the SLA. Outcome must issue within forty-eight hours or an extension with a named blocker must be sent.

Who can file a challenge to a public claim?

Anyone. Landlords, tenants, competitors, regulators, journalists, or any member of the public. No account is required. A working reply email address is the only condition for receiving an outcome; initials may be used in public reporting.

What counts as a retraction?

The copy is removed or softened on every live surface in the same commit, the private ledger marks it retired with a dated subsection, the public claims page moves it to the retired block, and the filer receives a diff URL or plain-English before-and-after. No silent retractions.

When can Big Ben Suite extend the 48-hour window?

Only when an external regulator, council, or insurer holds the document; a third-party URL has changed and we await the publisher; an onboarded owner must co-approve a co-branded surface; or a solicitor statutory consult is required. Holiday, CMS outage, or drafting time do not qualify.

Transparency · Public claim policy

How we handle
challenges to our claims.

Every challenge emailed to compliance@bigbensuite.co.uk gets an outcome within 48 hours — cite, retract or written extension — and every retraction is publicly documented.

Jump to the policy ↓File a challengePDF snapshot · preparing

v1.0 · effective 2026-04-20

§1 · The promise in 30 seconds

A written SLA, not a slogan.

48hSLA

From mail-server timestamp

The clock starts the moment a challenge lands in the compliance inbox — not the next working day, not when we open it.

12hack

Every challenge acknowledged

A human-written acknowledgement within twelve hours. It confirms receipt — it does not satisfy the SLA; the substantive outcome still lands inside 48h.

0silent retractions

Every change is logged

If we take a claim down, the old wording, new wording, date, and reason are published on /transparency/claims alongside the live ledger.

First named DMCCA Part 4 fine: Euro Car Parks, £473,000, Spring 2026 — procedural (failure to respond to CMA RFI), not substantive merit. Source.

§2 · Who can file

Anyone. No account required.

We accept challenges from any of the following, with the same SLA applied to all. A working reply email address is the only condition.

Landlord — prospective or onboarded.
Tenant — direct or via a BBS-managed flat.
Competitor — no retaliation.
Regulator — ASA, CMA, council trading standards, HMRC.
Journalist — on- or off-record.
Member of the public — no interest required.

§3 · How to file a challenge

One email. Five fields.

The single channel is compliance@bigbensuite.co.uk. We deliberately do not hide behind a web form. Attach what you have — we will come back for the rest.

1. URL. The page on bigbensuite.co.uk where the challenged claim appears.
2. Quoted copy. The exact phrase you dispute, in quotation marks.
3. Reason. Why you believe it is wrong, unsupported, or misleading.
4. Counter-evidence. Any URL, document, or screenshot that supports your challenge.
5. Reply address. Where we should email the outcome.

Non-English submissions accepted — Turkish and English are monitored directly; other languages are machine-translated before triage.

§4 · The 48-hour SLA explained

Three outcomes. One clock.

The clock starts at the mail-server timestamp of the challenge and ends the moment one of the three outcomes is emailed to the filer. The 12-hour acknowledgement does not satisfy the SLA. Outside-business-hours does not pause the clock — a 23:00 Friday filing is still due by 23:00 Sunday UK time.

Outcome A

Cite

We email the filer the ledger entry number and the primary source URL, thank them for the challenge, and record any counter-evidence under the entry for the next round.

Outcome B

Retract

We remove or soften the copy on every live surface in one commit, move the entry to the retired block, and email the filer a diff URL or plain-English before-and-after.

Outcome C

Extension

Only for the four permitted grounds in §6. We send a written notice with the specific blocker, a concrete new deadline, and a named person accountable — before 48h expires.

§5 · What a retraction looks like

No silent retractions.

Every retraction is a documented entry. This is the audit trail against the “you changed it without telling anyone” argument.

1. Remove or soften across every live surface. One commit, every page, every template. If our surfaces-map for the claim is incomplete, the same commit completes it.
2. Update the private compliance ledger. The entry moves into the “Retired / Softened” block with a dated subsection — exact quote, date, public reason.
3. Update the public claim ledger. The card moves from the active ledger to the retired block on /transparency/claims — see the retired / softened block.
4. Email the filer the diff. Either a git diff URL or a plain-English before-and-after, so the change is visible end-to-end.

§6 · When we ask for an extension

Four grounds in. Three grounds out.

Extensions exist for genuine external dependencies. They do not exist for our own operational friction.

Permitted grounds

When an extension is valid.

The substantiating document is held by an external regulator, council, or insurer and is not in our possession.
A third-party URL cited on the site has changed and we are waiting on the publisher to confirm or restore.
The claim lives on a surface co-branded with an onboarded owner and the owner must co-approve any change.
A solicitor statutory consult is required because the challenge implicates a statutory instrument.

Not permitted

When an extension is refused.

The person who knows is on holiday.
Our CMS is down.
We want more time to draft a good response.

§7 · Our quarterly public report

First report Q2 2026.

On 2026-07-01 we publish the first quarterly report as a sibling of the public claim ledger. Every subsequent quarter (Q1/Q2/Q3/Q4, ending Mar/Jun/Sep/Dec) follows the same cadence.

Challenges received. Total count for the quarter.
Resolved inside 48 hours. Count and percentage hitting the SLA.
Retractions. Count and a one-line summary of each softened or retired claim.
Extensions. Count and the average length in hours.
What changed on the site. Highlights of copy edits made as a consequence.

§8 · What this policy is not

The edges of the promise.

Not legal advice. We will not argue a planning, tax, or tenancy dispute in a reply email. We either substantiate our claim or retract it; filers needing legal advice are directed to a solicitor.
Not a general feedback channel. Sales, operations, and product requests belong on the public contact forms and are outside this SLA. The compliance inbox is for claim challenges.
Not an anonymity shield. A challenger may be referenced publicly by initials, but a working reply email address is required — anonymous no-reply submissions are logged but cannot receive an outcome.

§9 · Version control

v1.0 · effective 2026-04-20.

The canonical source of truth is the internal document docs/PUBLIC_CLAIM_POLICY.md. Any change to the SLA window (§4), the channel (§3), the scope of who may file (§2), the reporting cadence (§7), or the permitted extension grounds (§6) bumps the version and re-syncs the hero copy on /transparency/claims in the same commit. A dated changelog is maintained at the foot of the canonical doc.

Challenge a claim

Know something we’ve got wrong?
Tell us.

48-hour SLA. 12-hour acknowledgement. Every retraction publicly logged.

Email compliance@bigbensuite.co.uk