Complaints Policy

1. Purpose and Scope

Mavoe Properties Ltd wants every stay and every property we manage to run smoothly. When something goes wrong, we want to hear about it so we can put it right.

This policy explains how to make a complaint, how complaints are handled and how quickly you can expect a response. It applies to guests staying in our accommodation, landlords whose properties we manage, and anyone using our website or services.

A complaint is any expression of dissatisfaction about our accommodation, our service, our team or our conduct, whether made before, during or after a stay or a property arrangement.

2. How to Make a Complaint

You can make a complaint in any of the following ways:

• Email us at info@mavoeproperties.com.
• Use the contact form on our website.
• Speak to us by telephone.

To help us investigate quickly, please include:

• Your name and the best way to contact you.
• Your booking reference or the property address, if relevant.
• The dates of your stay or the period concerned.
• A clear description of what went wrong and when.
• Photographs or other evidence, where you have them.
• What you would like us to do to put it right.

You do not need to quote this policy or use any particular wording. A complaint is a complaint however it is phrased.

3. Urgent Issues During a Stay

If something needs fixing during your stay, such as a maintenance problem, a cleanliness issue or a concern about safety or security, please tell us straight away by telephone or email rather than waiting until you check out.

Reporting issues during the stay lets us resolve them while it can still make a difference to you. Anything you raise with us during the stay will also be logged as part of your record if you later wish to complain formally.

For anything that presents an immediate risk to health or safety, you should also contact the emergency services first.

4. What Happens After We Receive Your Complaint

We will acknowledge your complaint within 2 working days of receiving it and let you know who is handling it.

We may contact you for more information or evidence while we investigate. We will treat your complaint fairly, on its merits and without assumption about what happened.

5. Our Investigation and Response

We aim to send a full response within 10 working days of receiving your complaint. Where a complaint is complex, involves third parties or needs more time to investigate properly, we will tell you why and keep you updated. We aim to complete even the most complex investigations within 20 working days.

Our response will set out what we found, what we have decided and why, and what we are doing as a result.

6. Possible Outcomes

Depending on what we find, outcomes may include:

• An explanation of what happened and, where we got it wrong, an apology.
• A repair, replacement, additional clean or other practical remedy.
• Alternative accommodation or a partial or full refund, where the circumstances justify it.
• Changes to our processes so the same issue does not happen again.

Any remedy will take account of our terms and conditions and the circumstances of the complaint.

7. If You Are Not Satisfied

If you are not satisfied with our response, tell us within 14 days and explain what you would like reviewed. We will escalate your complaint for review by senior management who were not involved in the original response.

We aim to send the outcome of that review, as a final response, within 10 working days of your escalation.

8. Landlord Complaints

Landlords can use the same process for complaints about any part of our property management service, including communications, maintenance coordination, property condition or rent payments under the agreed arrangement.

Complaints about issues affecting tenants or guests in a managed property can be raised by the landlord, by the guest, or by both.

9. Bookings Made Through Other Platforms

If you booked through another platform, you may also raise your complaint with that platform under its own procedures. You are always welcome to complain to us directly as well, and we will handle your complaint under this policy regardless of how the booking was made.

10. Records and Confidentiality

We keep a record of complaints received, the investigation carried out and the outcome, so that we can learn from them and improve our service. Complaint information is handled in accordance with our Privacy & Data Protection Policy.

We will share details of a complaint only with those who need them to investigate and resolve it, including contractors or service providers where relevant.

11. Contact Details

To make a complaint or ask about this policy, please contact:

We are registered with the Information Commissioner's Office (ICO).