Complaints Procedure


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:

       1.      Carrying out a internal investigation understanding what went from and why

       2.      Looking for ways to fix any mistakes made

       3.      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

Premiere House,

1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH

 

We've been doing the rounds

/
/
/
/
/
/