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Complaints

Our formal complaints process and procedures in line with our professional membership guidelines

Complaint Process Guide

Unfortunately, there maybe occasions that arise that may lead to lodging a formal complaint. This page outlines the chronological steps to be taken by RentLondonFlat.com and the complainant which adheres to our Professional Membership Regulatory guidelines regarding complaints procedures.

Contact Your Host

  • The Complainant raises an informal (verbal or written) issue of concern to any the Property Host.

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

Contact The Account Manager

  • If the issue still remains unresolved, the Complainant may submit a written letter (i.e. an email to the Property Account Manager) outlining the point of concern, including 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”. Your Property Host will be able to provide you with the Contact details of the Property Account Manager.

  • Within 5 working days of receipt of Complaint Letter 1, one of our managerial staff will investigate and issue a written reply (“Complaint Reply 1”) to the Complainant suggesting a way forward to resolve the Complaint.

Contact Compliance Officer

  • If the Complaint still remains unresolved, the Complainant may submit a further written letter (“Complaint Letter 2”) by using the complaints form on this page 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.

  • Within 15 working days of receipt of Complaint Letter 2, one of our Legal and Compliance Team will issue a final written reply (“Complaint Reply 2”) to the Complainant with further suggestions for resolving the Complaint.

Contact Regulatory Body

  • If the Complaint still remains unresolved, the Complainant may escalate the matter still further to independent bodies for arbitration by the relevant regulatory body.

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