OG Accomodations Ltd is committed to maintaining professional, transparent and reliable relationships with landlords and property partners.

We recognise that occasionally a landlord or client may be dissatisfied with an aspect of our service.

This policy explains how complaints are raised, how they are handled and how they can be escalated where a satisfactory resolution cannot be reached.

1. How to Make a Complaint

Complaints should be submitted using our online complaints form:

Submit a Complaint:
https://www.garrow-group.com/widget/form/dKjOQQv1GlubwFAusSgs

Please provide as much information as possible, including:

• your name and contact details;

• the property concerned;

• a clear description of the complaint;

• relevant dates;

• details of anyone involved;

• any supporting photographs, documents or correspondence;

• the outcome or resolution you are seeking.

Providing full information will help us investigate the matter as efficiently as possible.

2. Stage One – Acknowledgement

We will acknowledge receipt of your complaint within 24 hours.

The complaint will then be reviewed and any relevant records, communications or supporting information will be considered.

3. Initial Response

We aim to provide a substantive response and, where possible, a proposed resolution within 48 hours of receiving the complaint.

Our response may include:

• our understanding of the issue;

• findings from our review;

• any action already taken;

• any further action proposed;

• a suggested resolution.

Where additional investigation is reasonably required, we will let you know and keep you updated.

4. Stage Two – Management Escalation

If you are not satisfied with the proposed resolution, you may request that the complaint is escalated to management.

Management will review:

• the original complaint;

• the investigation undertaken;

• relevant correspondence and evidence;

• the resolution already proposed.

A further response will then be provided following the management review.

5. External Escalation – PIMS

If the complaint cannot be resolved through our internal complaints process, the matter may be referred to PIMS where the dispute falls within its scope.

PIMS provides independent mediation and dispute-resolution services for certain property-related commercial disputes.

This may include eligible disputes relating to:

• rent-to-rent arrangements;

• landlord agreements;

• property operating arrangements;

• property sourcing arrangements;

• joint venture agreements.

Before referring a dispute externally, both parties should make reasonable efforts to resolve the issue through our internal complaints process.

Any referral to PIMS will be subject to PIMS eligibility requirements and procedures.

6. Complaints We Handle

Complaints may relate to matters including:

• communication;

• property management;

• maintenance;

• payments or administration;

• property condition;

• commercial arrangements;

• performance under an agreement;

• contractor or supplier performance;

• operational service delivery.

7. Fair Treatment

All complaints will be handled fairly, professionally and without unreasonable delay.

Making a complaint will not result in unfair treatment or disadvantage.

We expect everyone involved in the complaints process to communicate respectfully and reasonably.

8. Record Keeping

We maintain appropriate records of complaints and their outcomes.

These records may be used to:

• monitor service quality;

• identify recurring issues;

• improve internal processes;

• evidence actions taken;

• support dispute resolution where required.

9. Confidentiality and Data Protection

Personal information provided as part of a complaint will be handled in accordance with our Privacy Policy and applicable data-protection law.

Information will only be shared where necessary to investigate or resolve the complaint, or where required by law, contract or an external dispute-resolution process.

10. Continuous Improvement

Where a complaint identifies a weakness in our procedures, communication, contractor performance or service delivery, we will consider what corrective action should be taken.

This may include:

• changes to internal procedures;

• improved communication;

• changes to contractor or supplier arrangements;

• additional quality-control measures;

• changes to operational systems.

11. Contact

All complaints should initially be submitted using our online complaints form:

https://www.garrow-group.com/widget/form/dKjOQQv1GlubwFAusSgs

For any questions regarding this policy, please contact:

OG Accomodations Ltd
Email: [email protected]

Our complaints process is:

Acknowledgement within 24 hours
Initial response and proposed resolution within 48 hours
Escalation to management if unresolved
Referral to PIMS for eligible unresolved disputes