Complaints

Our formal complaints process, described below, is in line with our industry professional standards and regulations.

Complaint Process Guide

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.

Contact property Host

1. The Complainant raises an informal (verbal or written) complaint to the Host that is most relevant to the property or issue that relates to the complaint.

2. The Complainant and the Host review the situation, and try to resolve the issue through open, honest, and friendly discussion between themselves.

Contact Account Manager

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 Account Manager who manages the Host. This email should include any and all evidence (e.g. text and photos) as well as their email address and phone number.

Hereafter this written letter shall be known as “Complaint Letter 1”.

The Host will be able to provide the Complainant with the contact details of the Account Manager or other equivalent level managerial staff.

4. Within 5 working days of receipt of Complaint Letter 1, we will investigate and issue a written reply (“Complaint Reply 1”) to the complainant suggesting a way forward to resolve the complaint.

Contact Compliance Officer

5. If the complaint still remains unresolved, the Complainant may submit a further written letter (“Complaint Letter 2”) by using this online complaints form 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, our Compliance Officer will issue a final written reply (“Complaint Reply 2”) to the Complainant with further proposals for resolving the complaint.

Contact regulatory body

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.

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