How to make a complaint

This procedure covers Tenant Help’s service, including our communications and referrals to solicitors. You can complain by telephone, email or post. You do not need a special form or have to describe your concern as a formal complaint.

Tell us your name, how we can contact you, what happened and what you would like us to put right. Include relevant dates or references if you have them. Keep copies of your complaint and our responses.

If you need help making a complaint or a different way of communicating, please tell us. You can ask someone to complain on your behalf; we will need your permission before discussing your personal information with them.

Who handles your complaint

The company director is responsible for handling complaints. We will review your concern fairly and, wherever possible, arrange for someone who was not directly involved in the matter to consider it.

What happens next

We will acknowledge your complaint promptly in writing, confirm that we are dealing with it and explain who is handling it. Our acknowledgement will explain that we will send a written response within eight weeks of receiving your complaint, either a final response or an explanation of why we need more time.

We will look at the relevant information and may contact you to clarify what happened or request information we need. We will keep you informed of progress.

Our final response will explain our decision and the reasons for it, together with any action or remedy we offer. It will also explain your right to contact the Financial Ombudsman Service, provide its website address and include its explanatory leaflet and the relevant referral time limits.

If we cannot give a final response within eight weeks, we will write to explain the delay and when we expect to respond. We will also explain that you can refer an eligible complaint to the Financial Ombudsman Service at that point, and provide its website address and explanatory leaflet. You do not have to wait for our investigation to finish once eight weeks have passed.

If we resolve your complaint to your satisfaction by the end of the third business day after we receive it, we will send a written summary confirming the resolution and explaining your Ombudsman rights.

Independent help with a complaint

The Claims Management Ombudsman, part of the Financial Ombudsman Service, can consider eligible complaints about claims management companies. Its service is free to consumers.

You can ask it to look at your complaint if you are unhappy with our final response, or if eight weeks have passed since we received your complaint without a final response.

You normally have six months from the date we send a valid final response to refer your complaint. Other time limits and exceptions can apply. Our response will explain the applicable referral rights; the Ombudsman decides whether it can consider a complaint.

Find out how to contact the Claims Management Ombudsman or read its time-limit guidance.

If your concern is about your landlord

A complaint about your landlord’s repairs is a different matter. Use the landlord’s complaints process first. Depending on the landlord and where you live, the Housing Ombudsman in England or Public Services Ombudsman for Wales may be able to help for free. Read about your housing choices.

If your concern is about a solicitor

Raise it with the solicitor using their complaints procedure. Their response should explain any applicable independent escalation route. You can still complain to Tenant Help about our own service or referral.

If your concern is about personal information

Contact us using the details above. You also have the right to complain to the Information Commissioner’s Office about how your personal information is handled. Our Privacy notice explains your rights and how to contact the ICO.

Last reviewed: 15 October 2026.