Complaints

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

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 Your Host

1. The Complainant raises an informal (verbal or written) complaint to the Host for the property concerned.

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

Contact The 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 Property Account Manager. 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 Property Host will be able to provide the Complainant with the contact details of the Property Account Manager.

4. 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

5. 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.

6. 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

7. 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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