We are committed to providing a professional, transparent and high-quality service to our landlords, tenants and applicants. However, we recognise that occasionally things may not go as expected.
If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can investigate the matter and, where appropriate, put things right.
If you wish to make a complaint, please contact us in writing by email or post. Your complaint should include:
We ask that complaints are made as soon as reasonably possible so that we can investigate the matter effectively.
We will acknowledge your complaint in writing within 3 working days of receiving it.
Your complaint will be recorded and passed to the appropriate member of our team for investigation.
We will investigate your complaint fairly and thoroughly. This may include reviewing relevant records, correspondence, tenancy documents and information provided by you or other parties.
We aim to provide a full written response within 15 working days of acknowledging your complaint.
If we are unable to provide a full response within this timeframe, we will explain the reason for the delay and provide an expected timescale for our response.
If you are not satisfied with our response, you may request that your complaint is escalated for a further review by a senior member of our management team.
Your request should be made in writing and explain why you remain dissatisfied with our response.
We will acknowledge the escalation within 3 working days and aim to provide a final written response within 15 working days of receiving the escalation.
Our final response will set out our position and any action we intend to take, where applicable.
If, after completing our internal complaints procedure, you remain dissatisfied, you may be entitled to refer your complaint to our independent redress scheme.
Redress Scheme: [Insert Scheme Name]
Membership Number: [Insert Membership Number]
Website: [Insert Website]
Telephone: [Insert Telephone Number]
Any referral should be made in accordance with the redress scheme’s rules and timescales.
Complaints relating specifically to the handling or protection of a tenancy deposit may also be subject to the rules and procedures of the relevant tenancy deposit protection scheme.
Where applicable, we will provide you with details of the relevant deposit protection scheme and its dispute resolution process.
We will treat all complaints seriously and investigate them objectively and professionally.
Making a complaint will not affect your tenancy, application, landlord relationship or access to our services. We will use complaints and feedback to help us identify areas where our service can be improved.
Invest&Co Limited
Email: info@investandco.co.uk
Telephone: (+44) 020 7177 0888
Address: 92 Albert Embankment, London SE1 7TY
Last Updated: 17/09/2026