This Policy pertains to the provision of the flatfair service and outlines all of the information you’re considering submitting a formal complaint.
What we believe
Flatfair aims to provide you with a service that is reliable and transparent. Should you feel that flatfair has not lived up to these ideals, we would be pleased to hear from you so that we can promptly address any issue you may be experiencing. flatfair is committed to addressing all complaints fairly, and efficiently, in order to reach a swift resolution.
Before making a complaint
Before making a formal complaint, we would love to hear from you so that we may address any concerns you may have. Please chat in via the customer support application located on our website www.flatfair.co.uk. Alternatively please do send us an email to firstname.lastname@example.org.
Making a complaint
If you have a complaint, please use the below channels, including as much information as possible.
- Email – email@example.com
- By post – Flatfair Ltd, 107 Cheapside, London, EC2V 6DN
Please remember to include your name, address, phone number and email address and flatfair membership ID if applicable. Be open and honest as possible, letting us know what has gone wrong.
What happens next?
Our customer success team will acknowledge receipt of your complaint within two working days. flatfair shall review all documentation and correspondence and provide a formal outcome to your complaint within 10 working days.
We sincerely hope that we will be able to resolve any complaints internally, however, if you are still not satisfied with our resolution you may refer your complaint to the Property Redress Scheme at https://www.theprs.co.uk/.
If your complaint is regarding a breach of data policy under The Data Protection Act 2018 you may exercise your right to launch a Subject Access Request (SAR). flatfair will respond to your SAR within the legally required timeframe. Should you again feel dissatisfied with our response you may follow the Information Commissioner's Office’s complaints procedure outlined at http://www.ico.gov.uk/
This policy was last updated on 12/12/2019