If something has gone wrong, we want to hear about it and put it right. This procedure applies to property owners, occupants and anyone else who deals with Rent Lift.

1. Tell us

Contact us by email at inquiries@naras-pm.co.uk, by phone on 0121 828 9881, or by post to Rent Lift, Naras Real Estate Ltd, 5 Merchant Square, London, W2 1DP. Tell us what happened, when, and what you would like us to do.

2. We acknowledge it

We will acknowledge your complaint in writing within 3 working days and tell you who is looking into it.

3. We investigate and reply

We will look into your complaint and send you a full written response within 15 working days of acknowledging it. If we need longer, we will tell you why and when to expect our reply.

4. If you are not satisfied

If you are unhappy with our response, ask for it to be reviewed. A senior member of staff who was not involved will review your complaint and send you our final written view within 15 working days.

5. The Property Ombudsman

If you remain dissatisfied, or if more than 8 weeks have passed since you first complained, you may be able to refer the matter to The Property Ombudsman free of charge. You must do so within 12 months of our final written view.

The Property Ombudsman, Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP · tpos.co.uk · 01722 333306

Complaints about personal data

You can also complain to the Information Commissioner’s Office about how we handle your personal information, at ico.org.uk/make-a-complaint or on 0303 123 1113.