1.Our commitment
We want every booking to go smoothly, but if something goes wrong we want to know. We treat every complaint fairly and use what we learn to improve our service.
2.Quick fixes
Many problems can be sorted quickly by messaging your engineer from your booking, for example to correct details on a certificate or arrange a return visit. Our Help Center also explains how to reschedule, cancel and get refunds.
3.How to make a complaint
Email info@rental-comply.co.uk or use our contact form. To help us look into it quickly, please include:
- your name and the email address on your account;
- the date and address of the booking;
- what went wrong and what you would like us to do;
- any photos, documents or messages that help explain the problem.
4.What happens next
- We will acknowledge your complaint, usually within 24 hours.
- We will investigate, which may include asking the engineer for their account of what happened.
- We will send you a full response within 14 days, explaining what we found and what we will do. If we need longer, we will tell you why and when to expect a reply.
Depending on what happened, we may arrange for the work to be put right, rebook the service with another engineer, or give a full or partial refund.
5.If you are not satisfied
If you are unhappy with our response, reply to it and ask for a review. A senior member of our team who was not involved will look at your complaint again and give you a final response.
If your complaint is still not resolved, you can get free, independent advice from Citizens Advice at citizensadvice.org.uk. If you paid by card, your card provider may also be able to help. For complaints about how we use your personal information, you can contact the Information Commissioner's Office at ico.org.uk.