Complaints Procedure

COMPLAINTS PROCEDURE

At Rent UK Property, we aim to provide high customer service and deal with any grievances you may have as quickly as possible. Please see our procedure below.

Acknowledgement

Your complaint should be addressed to the Head Office, and our full registered address can be found in the Terms and Conditions. You can expect your complaint to be acknowledged within 3 working days of receipt, and you should get a response and an explanation within 15 working days.

Stage 1 – Complaint Decision

In the first instance, if you are unable to resolve the issue informally, you should write to or email us (complaints@rentukproperty.com), so that we have a chance to put things right. In your letter or email you send should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

Stage 2- Appeal Decision

If you are not satisfied with the initial response to the complaint, then you will be offered or you can request the case manager’s contact details. You can expect acknowledgement of your request within 3 working days of receipt and a response within 15 working days.

We aim to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to investigate fully. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response giving estimate timeline/timeframe describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Stage 3 – Company’s Final Decision

If you feel the matter remains unresolved you need to address your complaint to the head office manager, who will investigate and respond with a final viewpoint.

Stage 4 – Third Party Mediation

In the unlikely event that you remain dissatisfied then you may refer the matter to The Property Ombudsman (TPO) at the following address:

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

www.tpos.co.uk

Please Note The Following

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Please contact your Rent UK Property Head office for further information.

CONTACT PROPERTYMARK | WE ARE MEMBERS OF PROPERTYMARK

If you feel your complaint has not been satisfactorily dealt with by ourselves and the redress scheme, you can send your complaint to Propertymark. Go to the Propertymark website to download a complaint form.

Propertymark investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.

01926 496 791 | complaints@propertymark.co.uk

www.propertymark.co.uk/professional-standards/complaints/

PROPERTYMARK PROTECTION

Look for the logos that mean your money is protected, ensures complaints are dealt with and guarantees agents are independently regulated.