Complaints Procedure

Before you complain

Most problems can be sorted quickly by our support team. If you haven't already, email support@rentfig.co.uk and tell us what went wrong.

Tenant reference checks are carried out by our referencing partner, Vorensys. For a question about a check (documents, a reference that's still pending, or the result), please contact Vorensys first at references@vorensys.com, quoting the job reference. They run the checks and hold the case, so they can usually answer fastest. If you're not happy with their answer, you can complain to us as below.

How to make a complaint

Email complaints@rentfig.co.uk. Please include:

• your name and the email address on your RentFig account, if you have one
• what went wrong, and when
• any job reference, property address or invoice number involved
• what you would like us to do to put it right

Complaints are read by a person. You won't get an automated answer to a complaint.

What happens next

1. Acknowledgement: we aim to confirm we've received your complaint within 2 working days.
2. Investigation: we'll look into what happened and may ask you for more information.
3. Our response: we aim to send you a full written response within 15 working days. If we need longer, we'll tell you why and when you can expect it.

Your personal data

To ask for a copy of your personal data, or to have it corrected or deleted, email privacy@rentfig.co.uk. Our Privacy Policy explains your rights.

If you're still not happy

If your complaint is about how we use your personal data and you're not satisfied with our response, you can complain to the Information Commissioner's Office (ICO) at ico.org.uk.