COMPLAINTS POLICY

Our approach: We are proud to have achieved a 98.7% success rate. Even so, on rare occasions things may not go entirely to plan. If that happens, this policy explains how to raise a complaint so we can look into it for you and work towards a fair, practical resolution.

1. Purpose of this policy

Short Stays Procurement takes client concerns seriously. This policy explains how concerns and complaints can be raised, how we will normally consider them, and the steps available where a matter cannot be resolved informally. Our aim is to communicate clearly, investigate proportionately and seek a practical outcome.

In this policy, “Short Stays Procurement”, “we”, “us” and “our” mean the legal entity identified as the supplier in the relevant Client Agreement and trading as Short Stays Procurement. “Client Agreement” means the signed agreement, order form, terms of business and any transaction-specific document governing the services in question.

2. Status of this policy and priority of the Client Agreement

This policy is a non-contractual administrative procedure. It is intended to help us handle complaints consistently, but it does not amend, replace or form part of any Client Agreement, and it does not create any additional duty, warranty, representation, remedy or entitlement.

The Client Agreements always takes priority over this policy. If there is any inconsistency between this policy and a Client Agreement, the Client Agreement will prevail. Any contractual notice, claim, time limit, payment obligation, limitation or dispute-resolution provision remains fully effective and must still be followed.

Nothing in this policy excludes or restricts any right or remedy that cannot lawfully be excluded or restricted. Where mandatory law applies, this policy will be read and applied consistently with that law.

3. What this policy covers

This policy may be used for complaints about:

  • the standard of service or communication provided by us;

  • the way an acquisition or procurement process has been administered;

  • conduct by a member of our team or an authorised representative; or

  • the way a previous concern has been handled.

A request for information, a change of mind, commercial dissatisfaction, a request to renegotiate agreed terms, or a disagreement about an outcome that was not guaranteed will not automatically amount to a complaint. We may nevertheless choose to consider such matters under this policy where we believe doing so may assist.

This policy does not make us responsible for the acts, omissions, decisions or services of landlords, letting agents, property owners, solicitors, contractors, local authorities, lenders, platform providers or other independent third parties. Any responsibility we may have remains governed exclusively by the Client Agreement and applicable law.

4. Raising a complaint

We encourage clients to raise concerns as soon as possible, as many issues can be resolved quickly through an ordinary conversation with their usual contact. To initiate our formal complaints process, please email your complaint to [COMPLAINTS EMAIL ADDRESS] and use “Formal Complaint” as the subject line. Receipt of that email will initiate the process described in this policy.

The complaint should include:

  • the client’s full name, company name and contact details;

  • the relevant property, opportunity, Client Agreement and transaction;

  • a clear description of what is said to have happened and when;

  • copies of the documents, messages and other evidence relied upon;

  • details of any steps already taken to resolve the matter; and

  • the practical outcome the client is seeking.

Complaints should ordinarily be submitted within 14 days after the client became aware, or ought reasonably to have become aware, of the matter and, in any event, without avoidable delay. Subject to the Client Agreement and mandatory law, we may decline to investigate a late complaint where the delay has materially affected our ability to investigate fairly, records are no longer reasonably available, or the issue has already been concluded.

A complaint made by a representative must include written authority confirming that the representative may act for the client and receive information about the matter.

5. Acknowledgement and initial review

We will normally acknowledge a sufficiently detailed complaint within five Business Days. We may first ask for clarification, supporting evidence or confirmation that the internal complaints process is being invoked. A complaint is treated as complete only when we have the information reasonably required to understand and investigate it.

We may decide that a matter falls outside this policy, should be dealt with under a specific contractual process, has already been determined, belongs to a third party, or does not disclose a substantive complaint. If so, we will explain our position where reasonably appropriate.

6. Investigation

A complaint will normally be reviewed by a person who is appropriately placed to consider it. Depending on the issues, we may review the Client Agreement, transaction documents, internal records and relevant communications; speak with team members or third parties; obtain professional advice; and ask the client for further information.

We control the reasonable scope, sequence and method of our internal investigation. We may suspend the investigation while awaiting information, combine related complaints, or close a complaint where the client does not provide requested information within a reasonable time. We are not required to disclose legally privileged material, confidential third-party information, internal commercial information or information that we are prohibited from disclosing.

We aim to provide a substantive response within 20 Business Days after receiving a complete complaint. Complex matters, third-party enquiries, staff availability or the volume of material may require longer. Any timeframe in this policy is an administrative target only and is not a contractual deadline. We will provide an update if a material extension is reasonably required.

7. Possible outcomes

After considering the available information, we may uphold the complaint in full or in part, reject it, request further information, propose a practical corrective step, provide an explanation, or offer another resolution that we consider appropriate.

The making or investigation of a complaint does not establish fault or liability. No refund, replacement opportunity, compensation, waiver, credit or other financial remedy is due unless it is required by the Client Agreement or applicable law, or is expressly offered by us in writing. Any discretionary or goodwill resolution is made without admission of liability, does not create a precedent and may be subject to written settlement terms.

8. Continuing obligations and preservation of rights

Unless the Client Agreement or mandatory law expressly provides otherwise, making a complaint does not suspend or reduce any payment, cooperation, confidentiality, notice or other obligation owed by the client. A client may not withhold payment, apply a set-off or stop performing the Client Agreement solely because a complaint has been made.

Our consideration of a complaint, participation in discussions, or failure to rely immediately on a contractual right does not waive that right. It does not extend any contractual, statutory or court deadline, prevent us from protecting an opportunity or asset, collecting sums due, taking urgent action, or commencing or continuing proceedings where reasonably necessary. All rights are reserved.

9. Mediation and alternative dispute resolution

We prefer to resolve genuine disputes commercially wherever possible. At any stage, Short Stays Procurement may refer or propose that a complaint or dispute be referred to mediation and may select the independent mediator or mediation provider of its choice. The mediation may take place remotely or in person and will be conducted under the mediator’s applicable rules or on terms notified by us.

The client agrees to consider and engage constructively with any reasonable mediation proposal. Unless the parties agree otherwise in writing, each party will bear its own advisory costs and the mediator’s fees will be shared equally. We may propose a different allocation where appropriate. No party is required to accept a settlement, and no outcome is binding unless recorded in a written settlement agreement.

A referral or proposed referral to mediation does not prevent us from taking urgent or protective action, pursuing unpaid sums, preserving a limitation position, or exercising rights under the Client Agreement. Where the complainant is legally treated as a consumer, any applicable requirement concerning independent or accredited alternative dispute resolution, consumer choice, or information about ADR will be respected. Nothing in this policy requires a consumer to submit exclusively to arbitration or removes a right of access to the courts where such a right cannot lawfully be restricted.

10. Conduct during the complaints process

We ask everyone involved to communicate honestly, respectfully and proportionately. We may set reasonable communication arrangements or end internal correspondence where communications are abusive, threatening, discriminatory, persistently repetitive, knowingly false, unrelated to the complaint, or place an unreasonable burden on our team. This will not prevent us from considering genuinely new and material information or restrict a lawful report to a court, regulator or authority.

11. Confidentiality and personal information

We will handle complaint information in accordance with our Privacy Policy and applicable data-protection law. Information may be shared within our business and with professional advisers, insurers, contractors, relevant third parties, mediators, regulators or authorities where reasonably necessary to investigate, respond to or resolve the complaint, protect legal rights, comply with an obligation, or prevent misuse.

Complaint discussions, settlement proposals and mediation communications may be expressed to be confidential and/or without prejudice. Those labels and the applicable legal rules must be respected.

12. Final response

Our substantive response will normally explain the outcome and any next step we are prepared to offer. Unless we agree to a further review, that response will conclude our internal complaints process. Repetition of the same allegations without significant new evidence will not ordinarily cause the complaint to be reopened.

Where law requires us to give a consumer information about an ADR provider or state whether we are prepared or obliged to use a particular ADR process, we will provide that information with or following our final response.

13. Changes to this policy

We may update this policy from time to time to reflect changes in our services, processes or the law. The version in force when a complaint is submitted will normally be used for administrative handling, but no update will amend an existing Client Agreement unless the parties validly agree otherwise.

14. Governing terms and contact

The governing law, jurisdiction and formal dispute-resolution provisions in the applicable Client Agreement apply to any complaint or dispute. If no Client Agreement applies, the governing law and jurisdiction stated in our website terms will apply, subject always to mandatory law.

To initiate the formal complaints process, email your complaint to [COMPLAINTS EMAIL ADDRESS] using “Formal Complaint” as the subject line. Please retain a copy of the complaint and everything submitted with it.

We appreciate the opportunity to understand concerns and put matters right where appropriate.