Legal / Complaints
Complaints procedure
We would rather fix a problem than defend it. Here is exactly how a complaint is handled, with the timescales we commit to.
- Tell us
Email hello@rentsmith.co.uk with "Complaint" in the subject, or write to Rentsmith Ltd, 1100 Great West Road, London TW8 0GP. Include your reference number, what happened, and what resolution you want.
- Acknowledged within 3 working days
You'll hear from a named person, not an autoresponder, confirming we've received it and who is handling it.
- Investigated and answered within 15 working days
We look at the file, speak to anyone involved, and send a full written response — upheld, partially upheld, or not upheld, with reasons either way.
- If you're not satisfied, a final review within 8 weeks of your original complaint
A second, more senior review of the whole case, with a final response letter.
- Still unresolved? Go to the Property Redress Scheme, free
If we haven't resolved things to your satisfaction within 8 weeks, or you disagree with our final response, you can refer the matter to the Property Redress Scheme, of which Rentsmith Ltd is a member, at no cost to you. Details at theprs.co.uk.
What we can put right
Where we've made a mistake, we will correct it, and where appropriate offer a fee refund or goodwill payment proportionate to the impact. We cannot compensate for matters outside our control — for example, a third-party contractor's independent negligence, though we will support any claim against them.
Complaints about a specific tenancy dispute
Deposit disputes are handled through the Deposit Protection Service's free adjudication service, not this procedure — see our deposits page. Disputes about a rent guarantee insurance claim follow the insurer's own complaints process, provided in your policy documents.