Complaints Procedure

KK Accommodation is committed to providing a professional and efficient service to all landlords, tenants, applicants, contractors, and members of the public. If something goes wrong, we want to know about it so we can:

• Resolve issues quickly
• Improve our service
• Maintain high professional standards

Complaints should be submitted in writing wherever possible. You may contact us by:

Email: info@kkaccommodation.com
Post: KK Accommodation, 28 Newland Avenue, Hull, HU5 3AF

Please include:

• Your full name
• Property address (if applicable)
• Contact details
• Details of your complaint
• Any supporting evidence or documents

Upon receiving your complaint, we will:

• Acknowledge receipt within 3 working days
• Investigate the matter internally
• Attempt to resolve the issue promptly

A formal written response will normally be issued within 15 working days.

If you remain dissatisfied after receiving our initial response, you may request a further review. The complaint will then be escalated to a senior member of staff or director for reassessment. We will:

• Review all information provided
• Conduct any further investigation required
• Provide a final written response

This response will normally be issued within 15 working days of escalation.

If you remain dissatisfied after our final response, you may refer the matter to the appropriate independent redress scheme, where applicable. You should do this within 12 months of receiving our final viewpoint letter.

We may be unable to deal with complaints that:

• Relate to matters outside our control
• Are subject to ongoing legal proceedings
• Concern events older than 12 months without reasonable explanation
• Are abusive, threatening, or discriminatory in nature

All complaints will be handled confidentially and in accordance with UK GDPR and data protection legislation. Information will only be shared where necessary to investigate and resolve the complaint.

KK Accommodation reviews complaints regularly to:

• Improve customer experience
• Identify recurring issues
• Enhance staff training and procedures