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.

Is your complaint about your landlord or letting agent?

RentFig makes software that landlords and letting agents use to manage their properties. We aren't your landlord or agent, and we can't decide disputes about your tenancy. Raise the problem with your landlord or agent first. If that doesn't sort it out:

• Letting agents must belong to a government-approved redress scheme. Ask your agent which one, then complain to the scheme.
• Repairs or safety problems your landlord won't fix: contact your local council's private housing team.
• Deposit disputes at the end of a tenancy: use the free dispute service of the scheme protecting your deposit. Your landlord must have told you which scheme that is.
• Private landlords will have to join a new landlord ombudsman under the Renters' Rights Act, expected in 2028. Read our guide to the landlord ombudsman.

If your complaint is about RentFig itself, such as our software, an email we sent or a charge we made, follow the steps 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.

Who we are

RentFig Ltd, a company registered in England and Wales (company number 17437632). Registered office: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. We are registered with the Information Commissioner's Office under number ZC240896.