Complaints Policy

Our Complaints
Resolution Process

We take every complaint seriously and commit to resolving your concerns fairly, transparently, and promptly — every time.

Acknowledged within 48 hours
Resolved within 14 days
AIIC-trained inspectors
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Our Commitments

Acknowledgement
Within 48 Hours
Written confirmation & any follow-up questions
Full Resolution
Within 14 Days
Thorough investigation with a clear written response
Standards
AIIC-Trained
Held to the highest professional inspection standards
Contact
hello@propsnap.co.uk
Dedicated compliance team — always here to help

Our Commitment to You

Propsnap is committed to delivering a high-quality, professional service to every landlord, letting agent, and tenant we work with. We hold ourselves to the standards expected of AIIC-trained inspectors and the UK deposit protection schemes. However, should any part of our service not meet your expectations, here is exactly what to do and how we will put it right.

How Your Complaint Will Be Handled

1
Complaint received and logged by our Compliance Officer
2
Complaint acknowledged in writing within 48 hours, and any additional information requested if necessary
3
Escalated to the relevant department manager
4
Complaint investigated thoroughly, with a full response provided within 14 days
5
You will be provided with a clear written explanation of our findings
6
Should you still be unsatisfied, you will be given the details for the relevant independent resolution scheme provider

We value the opportunity to investigate any concerns you may have about any aspect of our service, and we are committed to handling all complaints thoroughly, fairly, and promptly.

Know Who You Are Dealing With

Please address your complaint, and any subsequent queries in connection with it, to our Compliance Team:

Propsnap Compliance Team
hello@propsnap.co.uk
0207 088 8299
To help us understand the full details of your complaint, please provide us with as much detail as you can. Once you have submitted your complaint, you will receive an acknowledgement email within 48 hours along with a request for any additional information we may need to investigate fully.
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