Complaints Procedure

We aim to provide a fair, transparent and helpful service. If something has gone wrong, please tell us - we take complaints seriously and use them to improve.

Step 1 - Tell us

Email complaints@drrent.co.uk with:

• Your name and the email address on your account.
• What happened, including dates and any reference numbers.
• The outcome you'd like.

We acknowledge complaints within 3 business days and aim to provide a substantive response within 15 business days.

Step 2 - Internal review

If you're not satisfied with the initial response, ask for the matter to be reviewed by a senior team member. This review is completed within 15 business days.

Step 3 - External redress

If we cannot resolve the matter internally within 8 weeks, you may refer the complaint to an approved redress scheme. drrent's appointed scheme will be displayed here once registration is finalised - currently expected to be The Property Ombudsman (TPO) or the Property Redress Scheme (PRS).

Data protection complaints

You have the right to complain to the Information Commissioner's Office at any time - ico.org.uk.