Complaints Procedure

01Before you start

If the issue is straightforward, speak to whoever you have been dealing with first. A phone call often resolves it the same day, and nothing on this page stops you doing that.

If that has not worked, or the matter is serious, use the formal process below. Putting it in writing matters: it gives us a clear record of what you are unhappy about and what you would like done, and it starts the clock on the timescales we hold ourselves to.

02How we handle it

1. Stage one: tell us in writing

   Email info@infinitystays.co.uk with “Complaint” in the subject line, or write to us at our registered office, 167-169 Great Portland Street, 5th Floor, London, W1W 5PF. Please include your name and contact details, the property address if there is one, what went wrong and when, and what you would like us to do about it. Attach anything relevant: messages, photographs, statements.

2. We acknowledge it within 3 working days

   You will get written confirmation that we have received your complaint, the name of the person handling it, and what happens next. If we need anything else from you to investigate properly, we will ask at this point.

3. We investigate and respond within 15 working days

   We review the correspondence, speak to the people involved, and look at whatever records are relevant. You will then get a written response setting out what we found, whether we think something went wrong, and what we are going to do. If the matter is complex and we need longer, we will tell you before the 15 days are up and give you a revised date.

4. Stage two: ask for it to be reviewed

   If our response does not resolve it, reply and say so, and the complaint will be reviewed by a director who has not been involved so far. You will receive a final written response within 15 working days of asking. That letter is our final position, and it will say so.

5. Independent redress

   If you are still not satisfied, you can take the complaint to Property Redress, which is independent of us and free for you to use. Their details are below.

Our two internal stages are designed to finish well inside eight weeks, because that is the point at which you can go to the scheme whether or not we have finished.

03Taking it to Property Redress

Property Redress is a government-approved independent redress scheme. We are a member, and we are bound by its decisions.

When you can go to them. Once you have received our final response, or once eight weeks have passed since you first complained to us, whichever comes first. You do not have to wait for us if we have run out of time.

How long you have. You must contact the scheme within twelve months of your last communication with us about the issue. Do not let that deadline pass while waiting on us.

What it costs you. Nothing. Raising a complaint with the scheme is free for consumers, and you can withdraw at any point.

Our membership number is PRS060937. You can check our membership, and start a complaint, on the scheme's website at propertyredress.co.uk.

04Scheme contact details

If your complaint is about how we have handled your personal data, you can also complain to the Information Commissioner's Office at ico.org.uk.

05Our membership certificate

Scheme members are required to display their redress certificate. Ours is published in full below, in the name of Infiniti Properties Group Ltd, membership number PRS060937.

View our Property Redress certificate (PDF)

06How we use complaints

We keep a record of every complaint, what caused it and what we changed as a result. Where a complaint shows something is wrong with how we operate rather than with one property, we fix the process, not just the incident.

Read our privacy policy