If something has gone wrong, we would rather hear about it than lose you. This is how complaints are handled.
1. Talk to your property manager
Most issues are fixed in one call. Ring the office or reply to the last email from the person looking after your home or booking.
2. Put it in writing
Still unhappy? Write to us using the contact page, addressed to a director, with what went wrong and the outcome you want.
- Acknowledged within three working days
- Looked into by a senior person with no part in the original matter
- A full written answer within 15 working days
3. Ask for a review
If the answer does not settle it, ask for a review. A director reads the whole file and replies with our final position within another 15 working days.
4. Go to the redress scheme
After our final position, or eight weeks after your written complaint, you can take the matter to the independent redress scheme named in your agreement. It costs you nothing. Schemes usually expect you to apply within 12 months of our final reply.