How to dispute a charge

If a charge can't be resolved, you may raise a dispute directly through flatfair.

Just as with deposit schemes, flatfair helps the parties bring disputed charges to a conclusion by providing Independent Dispute Resolution. An experienced impartial adjudicator provides a full and detailed report on all disputed charges explaining any decisions/awards carefully and clearly, having viewed all the supporting evidence and points of view shared by both parties.

The Independent Dispute Resolution services (IDR) will review the case and come to a final decision. 

Our refundable fee for raising a dispute is £25. If the charges are reduced by more than 50%, the full amount will be returned. 

To raise a dispute, follow these steps:

• Log in into your flatfair dashboard
• Open your current membership and review the charge(s) 
• Click "Start Adjudication"
• Complete payment for the dispute fee using a card of your choice. 

Our end of tenancy team will then review the charges and contact you if they require any further information.

Note: Only one dispute can be made for a single tenancy, where all unresolved charges will be collectively disputed. 

Once a dispute decision is made, and in case the Independent Dispute Resolution found that the tenant(s) owes an amount to the landlord, the tenant(s) must complete the payment through the flatfair portal within five days.