When dealing with properties and people from time to time
unfortunately things don’t go as planned. Online Estate Agents Ltd t/a
RentMyHome will always try out best to correct any mistakes made and try to prevent
them from happening. We believe in treating all our customers fairly and
resolving issues as soon as they are raised by:
Carrying out a internal investigation
understanding what went from and why
Looking for ways to fix any mistakes made
Explaining what happened, what we have done and
what will happen next.
What do you need to do ?
We always welcome feedback and would want to work with you
in order to resolve any mistakes but we need to know what’s gone wrong. To
resolve your issue quickly please get in touch with your property manager who
will try and work with you to put things right.
Stage 1 – Formal Complaint
Occasionally if your property manager is unable to help or
your issue has not been resolved, please get in touch with the team on [email protected]. We will
write back within 3 working days on who is dealing with your complaint and to
confirm this has been received. After this a internal investigation will take
place which will take between 15-20 working days and a full response will be
provided in writing.
Stage 2 – Formal Complaint
If after receiving your response you complaint remains
unresolved you can contact our management team on [email protected]. One
of the management team members will be in touch within 3 working days to
confirm the complaint has been received and the team is looking into it. They
will aim to write back with a final and formal response within 15 working days.
Stage 3 – Independent Redress Scheme
If the management team is unable to resolve your complaint
or more than 8 weeks have passed you can refer the case to the ombudsmen who’s
details are below:
Property Redress Scheme