🏠 Rent For Me Ltd. – Complaints Procedure

Our Commitment

At Rent For Me, we are dedicated to delivering an exceptional experience for every tenant, landlord, and partner we work with. We understand that, on occasion, things may not go exactly as planned — and when that happens, we genuinely value your feedback.

Your feedback helps us improve our service and ensure that your journey with us — whether renting, managing, or hosting — is always smooth and transparent.

Step 1 – Talk to Us

In most cases, issues can be resolved quickly by speaking directly with your main point of contact — whether that’s your property manager, landlord liaison, or accounts representative.

You can contact them by phone or email to share your concern or feedback. We’ll always do our best to resolve matters informally at this stage.

Step 2 – Escalate Your Concern

If you’re not satisfied with the response you’ve received, you can escalate your complaint to the Head of Department responsible for your case.

They will review the matter, look into any details you provide, and aim to respond promptly.

To help us resolve your concern as efficiently as possible, please include:

  • Your full name and contact details

  • The property address (if applicable)

  • A clear description of the issue and any supporting documents or evidence

  • Details of any previous correspondence

Step 3 – Formal Complaint

If your concern still remains unresolved, you may submit a formal complaint in writing to our Complaints Manager.

Please email: hello@rentforme.co.uk

or post to:
Rent For Me Ltd.
8 Chester Street, Office 2
M1 5GE, Manchester, UK

Once your formal complaint has been received:

  • We will acknowledge receipt within 3 working days, confirming that we’ve received your complaint and providing a copy of this procedure.

  • A full investigation will be carried out by our Complaints Manager, often in consultation with the relevant department head.

  • We aim to send you a final written response within 15 working days from acknowledgement.
    If we need more time to review your case, we will let you know and provide an updated timeframe.

We kindly ask you to provide all relevant details and documentation with your complaint, as missing information may delay the investigation.

Step 4 – Final Review

If you remain dissatisfied after receiving our formal response, you may request a final internal review by our Managing Director, who will provide a written final viewpoint letter within 15 working days of your request.

This letter will outline the results of our investigation, our final decision, and any next steps we propose.

Step 5 – Independent Redress

If you are still unhappy after completing our in-house complaints process, or if 8 weeks have passed since you first made your complaint, you can refer the matter to our independent redress scheme:

The Property Ombudsman (TPO)
Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP
📞 01722 333 306
✉️ admin@tpos.co.uk
🌐 www.tpos.co.uk

Please note:

  • You must submit your complaint to TPO within 12 months of receiving our final viewpoint letter.

  • The Property Ombudsman provides a free, impartial, and independent service to help resolve disputes between property agents and their clients.

Step 6 – Client Money Protection

Rent For Me Ltd. is a member of the Client Money Protection Scheme (Download) , ensuring all client funds are protected in accordance with UK law.

Our Promise

We treat all complaints with care, respect, and confidentiality. Our goal is always to resolve matters fairly and to continuously improve the experience we offer to everyone who chooses to work with us.

We truly appreciate your patience and cooperation as we review and resolve your concern.