Our Approach

We take complaints seriously and aim to:

• listen carefully
• review concerns fairly
• communicate respectfully
• seek reasonable resolutions where appropriate

How to Submit a Complaint

Complaints should include:

• your full name
• relevant account or membership information
• a description of the issue
• relevant dates or supporting details

Complaints can be submitted through our contact page or designated support channels.

Complaint Review Process

Once received:

1. Your complaint will be acknowledged.
2. The issue will be reviewed internally.
3. Relevant information may be requested where necessary.
4. A response will be provided within a reasonable timeframe.

Timeframes may vary depending on complexity.

Respectful Communication

We ask all users to communicate respectfully during complaint handling.

We reserve the right to limit communication where interactions become:

• abusive
• threatening
• discriminatory
• excessively repetitive

Resolution Limitations

As an informational guidance platform:

• we cannot overturn tribunal decisions
• we cannot force landlord action
• we cannot provide guaranteed outcomes

Where appropriate, users may be directed toward external organisations or professional legal services.

Continuous Improvement

Complaints help us improve our services, systems, and user experience over time.

We review feedback regularly to improve the support and guidance we provide to renters.