Complaints policy

Last updated: 18 May 2026

If something has gone wrong

We're sorry. We take every complaint seriously and aim to resolve them quickly and fairly. This policy explains how to complain and what happens next.

How to complain

You can complain by any of these routes:

• Email: complaints@supportfortenants.co.uk
• Phone: 0800 030 4669 (and ask for the complaints handler)
• Post: Complaints, Cyntex Group Ltd, 124 City Road, London, EC1V 2NX
• WhatsApp: wa.me/448000304669

Please include: your name, your phone number, your claim reference (if you have one), what happened, and what outcome you'd like.

Our timeline

• Within 1 working day: we acknowledge your complaint in writing
• Within 8 weeks: we issue a final response. This will either resolve your complaint, explain why we can't, or (rarely) ask for more time and explain why
• Most complaints: resolved within 2-3 weeks

If you're not satisfied with our response

You can escalate free of charge to:

• Financial Ombudsman Service, for complaints about our regulated claims management activity. They are independent and free. financial-ombudsman.org.uk, 0800 023 4567
• Solicitors Regulation Authority, if your complaint is specifically about the panel solicitor handling your case (not us). sra.org.uk
• Information Commissioner's Office, for data-protection complaints. ico.org.uk

About your underlying housing complaint

If your complaint is about your landlord(not about us) and you don't want to claim through us, you can complain free to:

• Housing Ombudsman (England), housing-ombudsman.org.uk
• Public Services Ombudsman for Wales, ombudsman.wales

Record-keeping

We keep records of every complaint and our response for 6 years, as required by FCA rules.

Our commitment

We will respond honestly and fairly, treat you with respect, never retaliate against a complainant, and learn from every complaint to improve the service.