Complaints Procedure

Accommodation.co.uk is committed to providing a professional service to all our clients and customers. If something goes wrong, we want you to tell us about it. This will help us improve our standards.

Our complaints procedure is designed to address concerns quickly, efficiently, and fairly in line with the guidelines set out by ARLA Propertymark and the Property Redress Scheme.

Stage 1: Initial Complaint

1. Raising a Complaint:
   • Please contact the relevant member of staff who has been managing your matter and explain the issue in detail.
   • Complaints can be submitted via:
     • Email: complaints@accommodation.co.uk
     • Post: 111 Piccadilly, Manchester, M1 2HY
     • Phone: 0808 258 44 44
2. Response Time:
   • We aim to acknowledge your complaint within 3 working days.
   • The matter will be fully investigated, and you will receive a response within 15 working days.

Stage 2: Escalation to Senior Management

1. If Unresolved:
   • If you are not satisfied with the response at Stage 1, you can escalate your complaint to senior management.
   • Write to John Lomas, Co-Founder, providing:
     • Details of the complaint.
     • Why you are not satisfied with the initial response.
     • Any additional evidence or information.
2. Response Time:
   • Your complaint will be acknowledged within 3 working days.
   • A full response will be provided within 15 working days.

Stage 3: Independent Redress

1. If Still Unresolved:
   • If you remain dissatisfied after completing our internal complaints process, you can refer your complaint to our redress scheme:
   • Property Redress Scheme (PRS):
     • Website: https://www.propertyredress.co.uk/
     • Email: info@propertyredress.co.uk
     • Membership number: PRS012126
     • Post: Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH.
   • Complaints must be referred within 12 months of our final response.
2. Propertymark Conduct and Membership Rules:
   • As members of ARLA Propertymark, you may also refer to their Conduct and Membership Rules:
     • Website: https://www.propertymark.co.uk/
     • Email: help@propertymark.co.uk
     • Membership number: C0130871

Additional Notes

• Complaints will be treated with the utmost confidentiality and in accordance with the General Data Protection Regulation (GDPR).
• We keep a record of all complaints and their outcomes for monitoring and improvement purposes.
• If your complaint relates to specific fees or charges, please ensure that you have reviewed the relevant terms outlined in your agreement.

We value your feedback and aim to resolve any issues as efficiently and fairly as possible. Thank you for bringing matters to our attention.