RENT REPORTING ASSOCIATION COMPLAINTS PROCEDURE
 

Addressing Your Concerns:
We hold our commitment to high standards in the highest regard. If, for any reason, you feel dissatisfied with our service, we encourage you to reach out. Your feedback allows us to refine our operations and better serve our community.

 

Initiating the Complaint:
Contact Us: Begin by informing us about which aspect of our service did not meet your expectations. Share your concerns via phone, post, or email.
Immediate Resolution: Our aim is to address the issue promptly. If an instant solution isn't viable, your complaint will be escalated to management for in-depth review.
 

Reporting Your Complaint:
 

Upon receiving your feedback:

We will acknowledge it in writing within three working days, detailing the individual overseeing the investigation.
 

We'll gather all pertinent information and collaborate with involved departments to ascertain the full scope.
 

Expect a comprehensive response within fifteen working days. Should we require more time, a written explanation detailing the delay will be provided.
 

All complaints are treated with utmost confidentiality and fairness. If we don't hear back within eight weeks of our correspondence, we'll assume the matter is settled. However, you can always reach out to the contact mentioned in our acknowledgement letter for any pressing concerns.

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Clicking the above button will take you to our online complaint submission form.

 

Subsequent Steps:
If you're not content with our initial response:

Inform us. We will acknowledge your further concerns within three working days and pass the matter to a senior authority.
 

Our goal is to provide a conclusive response within fifteen working days. If that isn't feasible, we'll update you with our expected timeline and your rights concerning third-party appeals.
For unresolved issues, please consult our independent redress scheme.

 

NOTE: For complaints related to insurance, please be aware they are managed separately to ensure regulatory compliance. Insurance matters will be acknowledged within five working days. Although our goal is to reply promptly, please permit up to eight weeks for a conclusive response. If a full reply isn't feasible within four weeks, we'll provide an update. For dissatisfaction post our final correspondence, you may contact the Financial Ombudsman Service, provided you've followed our complaints procedure and approach the Ombudsman within six months of our last response.