Making a Complaint

Before making a complaint, you will need to have:

  • written to the agent detailing your complaint
  • allowed them up to 8 weeks to try and resolve your concerns

If there is no response or the resolution offered is unsatisfactory you may be able to raise a complaint with us. The quickest and easiest way to do this is, and provide all your evidence, is online here

As a consumer:

  • there is no cost for raising a complaint
  • you can withdraw from our process at any time

You can find the full complaints process, and timescales, in our Conditions of complaints in the Resources section here.

If you are complaining as a leaseholder, we are limited in what we can deal with and if you would like more advice:

  • The Leasehold Advisory Service (LEASE) gives free legal advice to leaseholders on the law affecting residential leasehold in England and Wales
  • LEASE is an executive non-departmental public body, sponsored by the Department for Levelling Up, Housing and Communities and the Welsh Government

Please allow an hour to complete the form and upload your evidence as there is currently no option to ‘save’ while providing the details.

To begin a complaint, click the 'Get Started' link below:

1. Is the company that you want to complain about in our list of Members?


2. Have you told the company that you have a complaint which needs to be resolved?

You will need to inform the company that you are complaining about before we can get involve. Back to the Home Page

3. Has your complaint been ongoing for more than 8 weeks?


4. Has the company said it can do no more to help?


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