Complaints
If something has gone wrong, we would rather hear about it than not. This page sets out how to complain, what we will do and how long it takes, and what you can do if you are still not satisfied.
This procedure is for anyone who uses our services — guests staying in one of our homes, and owners whose property we manage.
How to complain
- Tell us at the time. Most problems are quickest to fix while they are happening. If you are staying with us, message, email or call the team and we will try to sort it out there and then. If you are an owner, raise it with your point of contact.
- Put it in writing. If that does not resolve it, email unityspaceproperty@gmail.com, or write to our registered office: Unity Space Property Ltd, 128 City Road, London EC1V 2NX. Please include, where relevant:
- What went wrong and why you think our service fell short;
- How you would like it put right;
- The property and your booking or agreement reference;
- The dates and times involved;
- The name of anyone you have already spoken to; and
- Any documents or photographs that support your complaint.
What we will do
We will acknowledge your complaint in writing within three working days of receiving it.
We will investigate each point you have raised and send you our full written response within 10 working days of that acknowledgement. If we cannot finish the investigation in that time, we will write and tell you why, and give you an estimate of when you will have our full response.
Our full written response is our final response. It will set out what we found on each point, what we are doing about it, and what we are offering if we got something wrong.
If you are still not satisfied
We are a member of the Property Redress Scheme, an independent redress scheme approved by government.
If you are unhappy with our final response, you can ask Property Redress to look at your complaint, free of charge, provided that:
- You have allowed us up to eight weeks from the date we received your written complaint to investigate and respond; and
- It is less than one year since our last communication with you about the complaint.
Property Redress is not a regulator. It resolves complaints about the acts or omissions of its members once the member's own complaints process has been followed.
If you booked through a platform
If you booked through Airbnb, Booking.com or Vrbo, that platform has its own complaints and resolution process and its own terms about refunds. You can use ours as well, and we will still respond, but anything involving a refund of a platform booking usually has to be settled through the platform.
If your complaint is about your personal information
Our privacy policy explains how to complain to us about the way we handle your information, and your right to complain to the Information Commissioner's Office.
Accessibility
If you need this procedure in another format, or need any adjustment in order to make a complaint — a phone call instead of writing, more time, or someone else acting for you — tell us and we will arrange it.
Ready to raise something? Put it in writing and we will pick it up from there — see “What we will do” above for what happens next. You can also reach us from our contact page.