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urbanest Complaints policy

Updated over a week ago

Unfortunately, sometimes things go wrong, and we hope you never have cause to complain, but if it does we need you to tell us about it. This will help us to improve our standards.

If you’re already living with us, the best way to resolve your issue is to speak to a member of the team at reception as we are likely to be able to resolve your issue  from there very quickly. If you need to speak to someone else, please contact our central support team.

How do I raise a formal complaint?

Please contact us in writing by sending a message via your urbanest portal. We ask that you provide us with the following information:

  • Details of your complaint

  • Details of anyone you have already spoken to

  • Details of actions you have already taken

What will happen next?

A member of the urbanest team will reply within 1 working day to acknowledge your complaint, with information on when someone will respond your complaint. We have up to 7 working days to respond to your complaint.

What if I’m not happy with the outcome of my complaint?

Following the above, if you feel we have not dealt with your complaint correctly then you can contact the Director Operational Strategy in writing at; Urbanest, 4th Floor, 101 St Martin’s Lane, WC2N 4AZ. 

Urbanest is a member of the National Code who can also be contacted via their website:

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