At Open Solutions, we are committed to providing a great service to our tenants. We work hard to to this, but sometimes we fall short.

 

When this happens, it's important for us to acknowledge our mistakes and learn from them. If our service doesn't meet your expectations, please let us know so we can address the issue and improve. This includes complaints relating to the handling of personal data.

 

To ensure we handle complaints promptly and fairly, we have established a formal complaints process, detailed below. Please note that this procedure is not a shortcut and should only be used if the issue has already been reported through the normal channels.

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Complaints Procedure:

 

Step 1: Submit Your Complaint

Please use the contact us form available on the Open Solutions website under the "Contact" section.

 

Please include the following details:

- Your full name and preferred contact method

- Address of the property you rent with us

- A clear explanation of the issue, along with any supporting evidence (e.g., photos or documents)All complaints will be handled with utmost confidentiality.

 

Personal information will be used solely for resolving the complaint.

 

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Step 2: Acknowledgment

Once we receive your complaint, our team will send you an acknowledgment email within 2 working days

 

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Step 3: Investigation

Our dedicated team will review your case carefully. You may be contacted for further details to ensure a thorough investigation. This step typically takes up to 10 working days, but we will keep you updated throughout the process.

 

If your complaint relates to Data Protection, we will aim to respond within 10 working days. However if we need longer to investigate and respond to your complaint we will keep you informed of this and respond without undue delay.

 

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Step 4: Resolution

Following the investigation, we will provide you with a detailed written response that includes our findings and suggested resolution.

 

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Step 5: Escalation (if needed)

If you are not satisfied with our response, you can request your complaint to be escalated to a more senior manager. If your complaint relates to Data Protection and you remain dissatisfied with our response you may escalate your complaint to the Information Commissioners Office (ICO).

The contact details are as follows:

 

The Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Tel: 0303 123 1113

Website: www.ico.org.uk

 

This procedure is aligned with Open Solutions' dedication to providing a professional and modern approach to private renting.

 

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Step 6: Review

Our complaints policy is reviewed annually to ensure its effectiveness and compliance with regulations.