Complaints procedure

On this page

If something has gone wrong with a letting, management, sales or valuation service, tell us in writing and we will investigate it. We acknowledge every complaint within and send a final written response within. If you remain unhappy, or eight weeks pass without a final response, you can take the complaint to our redress scheme,, free of charge.

Flexie Estate Agents is the trading name of Flexie Estate Agents Ltd (company number 12267313, registered in England and Wales, registered office 557 Charminster Road, Bournemouth, BH8 9RF), part of the Flexiestays group.

Who can use this procedure

Landlords, tenants, vendors, buyers and anyone else affected by our work as a letting or estate agent. Guests with a problem during a stay in a Flexiestays apartment should first use the 24-hour support number in their arrival information so it can be fixed at once.

How to complain

Write to us, so there is a record of what you raised:

• Email: enquiries@flexiestays.com, with "Complaint" in the subject line
• Post: Complaints, Flexie Estate Agents, 557 Charminster Road, Bournemouth, BH8 9RF

If you cannot write, call 01202 619868 between 9am and 5pm any day and we will write down your complaint and send you a copy to check.

What to include

• your name, address and how you want us to contact you
• whether you are a landlord, tenant, vendor, buyer or someone else
• the property address
• what happened, when, and who was involved
• copies of any letters, emails, photographs or documents
• what you would like us to do to put it right

What we do

1. Acknowledgement. Within we confirm we have your complaint and tell you who is handling it.
2. Investigation. We look at the file, the correspondence and the records and speak to the people involved.
3. Response. Within of the acknowledgement we write to you with what we found and what we will do. If we need longer, we tell you why and when to expect our answer.
4. Review. If you are not satisfied, ask for a review. Someone senior who was not involved looks at the complaint again and sends our final written response within.

Taking it further

If you are still unhappy after our final response, or if eight weeks have passed since you first complained and the matter is not resolved, you can refer it to, which is independent of us and free to use. Contact:. Our membership number is. The scheme normally expects you to refer the complaint within of our final response.

Complaints about a tenancy deposit can also go to the deposit protection scheme's free dispute service. Complaints about how we handle personal data can go to the Information Commissioner's Office, as explained in our privacy policy.

Records

We keep a record of each complaint and its outcome, and review them to fix problems that repeat. Our fees and scheme memberships are listed on our fees page.

Last updated: 1 October 2026