Complaints

Abide.Rent is operated by the company named under “Who we are” on this page (“we”, “us”, “our”). This procedure covers the product, this website, billing and how we handle personal data. It is free to use.

1. How to complain

Email us at the address under “Who we are” on this page. Put “Complaint” in the subject line. If you have an account, you can also open a ticket in the product under Help → Tickets.

Tell us who you are, the account or property it is about if there is one, what went wrong, and what you would like us to do. Do not send tenancy documents or bank details by email.

2. What happens next

• We acknowledge your complaint within 5 working days.
• We send a full answer within 20 working days. If we need longer, we tell you why and when you will hear from us.
• If you are not happy with the answer, reply and ask for a review. A director reviews it and replies within a further 20 working days.

3. If you are still not satisfied

If your complaint is about personal data, you can complain to the Information Commissioner’s Office at any time — you do not have to come to us first: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. Telephone 0303 123 1113. https://ico.org.uk/make-a-complaint/

We do not currently use an alternative dispute resolution scheme. A consumer can still take a claim to the courts.

4. Disputes we cannot decide

We are not a party to your tenancy. A complaint about a landlord or a letting agent goes to them first. A letting agent must belong to a government-approved redress scheme, which can look at it next. A deposit dispute goes to the deposit protection scheme that holds the deposit. A rent increase can be referred to the First-tier Tribunal. We can tell you what the product records, but we do not decide who is right.

Nothing on this page is legal advice.