We take your concerns seriously
If something has gone wrong, this procedure explains how to raise it, how we review it and when you can seek independent redress.
How to raise a complaint
If you are unhappy with any aspect of our service, please raise your concern with us as soon as possible. You can contact us by:
- Email: Wimbledon@rentalsandsales.co.uk
- Phone: 020 8944 6212
- Post: Rentals & Sales, 45 Quicks Road, Wimbledon, London SW19 1EY
Please include your name, contact details, the property address (if applicable) and a clear description of your complaint.
Stage 1 — Written complaint
We aim to acknowledge a written complaint within 3 working days. A senior member of staff will review the information, may ask for supporting documents and will provide a written response as soon as the investigation allows. If more time is needed, we will explain the reason and keep you updated.
Stage 2 — Internal review
If you remain dissatisfied, ask us in writing for an internal review and explain which parts of the response you dispute. Where practicable, the review will be handled by a senior person who was not responsible for the original decision. We will then issue our final written response. Our internal process will not prevent you escalating after the eight-week period described below.
Stage 3 — External redress
If you remain dissatisfied after our final written response, or if you have allowed us up to 8 weeks from the date of your written complaint to investigate without resolving it, you may be able to refer the matter to Property Redress. Raising an eligible complaint with the scheme is free to the consumer.
- Website: Property Redress consumer guidance
- Online complaint portal: Start or check eligibility
The scheme currently requires the last communication relating to the complaint to have been within the previous 12 months. Its acceptance criteria and time limits can change, so check the current consumer guidance before submitting.
Business identity
Rentals & Sales is a trading name of RENTALS AND SALES.CO.UK LIMITED, company number 04189547. Our trading office is 45 Quicks Road, Wimbledon, London SW19 1EY. Our registered office is C/O Very Hard Times Ltd, Signature, 30 St Mary's Axe, 28th & 29th Floors, London EC3A 8BF.
Data protection concerns
If your complaint relates to how we handle your personal data, you also have the right to contact the Information Commissioner's Office (ICO) at ico.org.uk.
We are committed to resolving complaints fairly and promptly. If you have any questions about this procedure, please contact Wimbledon@rentalsandsales.co.uk.