Complaints
Our formal complaints process, described below, is in line with our industry professional standards and regulations.
Our formal complaints process, described below, is in line with our industry professional standards and regulations.
In the unfortunate circumstance where a formal complaint needs to be lodged concerning RentLondonFlat.com, the process for that is outlined below.
The chronological steps to be taken by the person making the complaint (known as “the complainant”), and the steps to be taken by RentLondonFlat.com, are given here, so all parties can be aware of what to expect.
This complaint process adheres to the professional industry regulations by which RentLondonFlat.com is bound.
1. The Complainant raises an informal (verbal or written) complaint to the Host or RentLondonFlat.com staff member that is most relevant to the property or issue that relates to the complaint.
2. The Complainant and the Host/staff member review the situation, and try to resolve the issue through open, honest, and friendly discussion between themselves.
3. If the issue still remains unresolved, the Complainant may submit a written letter (i.e. an email) outlining the point of concern to the line manager for the Host/staff member. This email should include any and all evidence (e.g. text and photos) relating to the complaint. Hereafter this written letter shall be known as “Complaint Letter 1”. The Host/staff member will be able to provide the Complainant with the name of the relevant line manager.
4. Within 5 working days of receipt of Complaint Letter 1, the manager will investigate and issue a written reply (“Complaint Reply 1”) to the Complainant, suggesting a way forward to resolve the complaint.
5. If the complaint still remains unresolved, the Complainant may submit a further written letter “Complaint Letter 2”) to escalate the matter further. This must be done within 1 month of sending Complaint Letter 1. Otherwise the matter shall be set aside and not progressed.
6. Within 15 working days of receipt of Complaint Letter 2, the RentLondonFlat.com operations manager / compliance officer will issue a final written reply (“Complaint Reply 2”) to the Complainant with further proposals for resolving the complaint.
7. If the complaint still remains unresolved, the Complainant may escalate the matter still further, to The Property Ombudsman — the relevant regulatory body for independent arbitration, redress, and dispute resolution.
