Our Complaints Procedure
Your right to complain
Every year, we assist thousands of tenants with issues relating to their tenancy deposit. Our service is restricted to Tenancy Deposit Claims in cases where the deposit is legally required to be protected, but the landlord has failed to do so. This service is entirely free and the tenant is at no point asked to pay Tenant Angels a fee for this service.
Outside of this, Tenant Angels will always attempt to go the extra mile to provide tenants with free impartial advice, even in scenarios that fall outside of our core service.
On occasion, tenants may come away feeling unhappy with the service they received. Often, this may because we’re unable to directly assist the tenant with their enquiry or it is something beyond our control during the claim process.
Sometimes things do go wrong and we know we are not perfect. But we do aim to be. That’s why we have a complaints procedure. Sometimes we can put things right. Sometimes we can only explain ourselves and apologise. All we can do is learn from our mistakes and do better in the future.
We will treat your complaint quickly, with empathy and confidentially.
What can I do?
Firstly, if you’re unhappy with our service – it’s important you get in touch with us as soon as possible to let us know. The sooner we can investigate your complaint, the more likely we can resolve it for you.
Please note: If you’re unhappy with the service you have received from your assigned solicitor, the first step should be to speak with them directly. In many cases, the issue is a simple misunderstanding caused by confusion over technical language or legal jargon.
If you cannot resolve your complaint directly with the solicitor and you still feel unhappy with the service you have received, please use our complaints procedure below.
It is vital that the solicitors we partner with demonstrate the high level of customer care as we do and if we can help bridge the gap between you and your solicitor, we’ll do exactly that.
Making a formal complaint
To make a formal complaint about our service, or that of a partner solicitor, you can contact us using our online feedback form below.
Our promise to you
Your complaint will be taken seriously and will be investigated by a company director from Tenant Angels.
We aim to acknowledge your complaint within 1-2 business days.
Depending on the amount of information you have provided, we may request more information in order to answer your complaint or query.
We will open a formal investigation regarding the issue(s) you have faced. If your complaint is regarding a partner solicitor, this will involve speaking with them directly to obtain details about your case, including what happened throughout the process.
Within 14 days of your initial complaint, we will write to you with our findings with the aim of reaching an amicable solution.
Online Feedback Form
Please use the form below to submit your feedback / complaint.
We aim to acknowledge your complaint within 1-2 business days.
