Complaints

At Bath Rentals LTD T/A Bath Student Rentals, we strive to provide exceptional service to all our clients. However, we understand that there may be occasions when you are not entirely satisfied with the service you have received. We take complaints seriously and are committed to resolving them promptly and fairly. This document outlines our complaints procedure to ensure that your concerns are addressed effectively.

Contacting Us

If you have a complaint, please get in touch with us as soon as possible. You can contact us by:

• Phone: 01225 311 211
• Email: complaints@bathstudentrentals.com
• Address: Bath Student Rentals, 43 Newbridge Road, Bath, BA1 3HF

You can also submit your complaint in writing to the above address.

Providing Details

When making a complaint, please provide us with the following information:

• Your name and contact details
• The property address involved (if applicable)
• Details of your complaint, including any relevant documents or evidence
• Any suggestions on how you would like the issue to be resolved

Acknowledgment

Upon receiving your complaint, we will acknowledge it within 5 working days via email or letter and provide you with a reference number for future correspondence.

Investigation

We will conduct a thorough investigation into your complaint, considering all relevant information and speaking with any staff members involved. If additional time is required to gather all necessary information, we will keep you informed of the progress.

Resolution

Once the investigation is complete, we will provide you with a detailed response within 56 days. In some cases, where the issue is more complex, this timeline may be extended. If this occurs, we will notify you and provide regular updates.

We will contact you to discuss our findings and proposed resolution. If you are satisfied with the proposed solution, we will implement it promptly.

Escalation

If you are not satisfied with the outcome or handling of your complaint, you can escalate it to a more senior member of our team. We will provide you with the contact details of the appropriate person for escalation.

Review

We are committed to continuously improving our services, and your feedback is invaluable to us. After your complaint has been resolved, we may contact you for feedback via email or phone to gather your thoughts on how we handled the situation and any suggestions for improvement.

Regulatory Bodies

If you remain dissatisfied with our response to your complaint, you have the right to escalate the matter to the relevant regulatory body. For example, you may contact the PRS Property Redress Scheme:

• Address: Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
• Email: info@theprs.co.uk
• Phone: 0333 321 9418

Confidentiality

We will treat all complaints with the utmost confidentiality, respecting your privacy throughout the process.

Record Keeping

We will keep a record of all complaints received, including details of the complaint, our investigation, and the resolution provided. These records help us monitor and improve our services.

Contact Information

Bath Rentals LTD T/A Bath Student Rentals
Address: Bath Student Rentals, 43 Newbridge Road, Bath, BA1 3HF
Phone: 01225 311 211
Email: complaints@bathstudentrentals.com