Complaints & Disputes Policy

Effective Date: 15 May 2026

Company: AGEPC LTD
Company Number: 16213165
Registered Office: 128 City Road, London, EC1V 2NX
Trading As: DR Rent (drrent.co.uk)

1. Introduction

DR Rent is committed to providing a professional, fair, transparent, and accountable platform for tenants, landlords, agents, contractors, and service providers.

This Complaints & Disputes Policy explains how complaints are handled and how disputes may be investigated and resolved.

This Policy applies to:

• Tenants
• Landlords
• Letting Agents
• Property Managers
• Contractors
• Service Providers
• Platform Users

2. Purpose

The purpose of this Policy is to:

• Resolve issues fairly.
• Promote transparency.
• Protect users.
• Support platform integrity.
• Maintain audit trails.
• Ensure compliance with applicable laws.

3. Types of Complaints

Complaints may include:

Platform Complaints

• Technical issues
• Account access problems
• Subscription issues
• Billing concerns
• Platform functionality

User Conduct Complaints

• Harassment
• Abuse
• Discrimination
• Fraud
• Misleading information

Property Complaints

• Misleading listings
• Incorrect information
• Missing compliance information
• Property condition concerns

Contractor Complaints

• Poor workmanship
• Missed appointments
• Misleading qualifications
• Unprofessional conduct

Verification Complaints

• Incorrect verification decisions
• Identity verification concerns
• Credit check disputes

Lead Purchase Complaints

• Duplicate leads
• Billing issues
• Lead access concerns

4. What DR Rent Can Investigate

DR Rent may investigate:

• User behaviour on the Platform
• Platform communications
• Platform transactions
• Audit logs
• Account activity
• Uploaded content
• Listing content
• Review activity

5. What DR Rent Cannot Determine

DR Rent is not a court, arbitrator, surveyor, solicitor, landlord, contractor, or regulator.

DR Rent generally cannot determine:

• Legal ownership disputes
• Property boundary disputes
• Court matters
• Tenancy deposit disputes
• Contractor workmanship standards
• Personal injury claims
• Insurance claims

Users may need to seek independent legal advice.

6. Submitting a Complaint

Complaints should include:

• Full name
• Account email address
• Description of issue
• Relevant dates
• Supporting evidence
• Screenshots where available

Complaints may be submitted through:

• Platform support tools
• Email
• Online contact forms

7. Response Times

DR Rent aims to acknowledge complaints within:

Standard Complaints

Within 5 business days.

Urgent Complaints

Within 2 business days where possible.

Safety or Fraud Concerns

As soon as reasonably practicable.

Response times are targets only and not guarantees.

8. Investigation Process

Where a complaint is accepted for review, DR Rent may:

• Review messages
• Review audit logs
• Review uploaded documents
• Review account activity
• Contact relevant users
• Request further information

Investigations are conducted fairly and proportionately.

9. Audit Trails

Users acknowledge that DR Rent may retain:

• Communication records
• Maintenance records
• Login history
• Account changes
• Verification records
• Listing history
• Payment records

These records may be used when investigating complaints.

10. Tenant-Landlord Disputes

Where disputes arise between tenants and landlords, DR Rent may:

• Review platform communications.
• Review audit records.
• Provide available evidence.

However, DR Rent is not responsible for determining legal rights or obligations between parties.

Examples include:

• Rent disputes
• Deposit disputes
• Tenancy agreement disputes
• Eviction disputes

11. Maintenance Disputes

Where maintenance disputes arise, DR Rent may review:

• Maintenance reports
• Uploaded photographs
• Uploaded videos
• Contractor updates
• Completion confirmations
• Communication history

DR Rent may assist with evidence gathering but does not determine liability.

12. Contractor Disputes

Where contractor disputes arise, DR Rent may review:

• Job records
• Appointment history
• Uploaded evidence
• Communications
• Completion records

DR Rent does not guarantee contractor work quality and does not act as an adjudicator.

13. Review Disputes

Users may dispute reviews where they believe:

• Reviews are false
• Reviews are abusive
• Reviews are defamatory
• Reviews are fraudulent

DR Rent may:

• Review evidence
• Request further information
• Remove reviews where appropriate

Negative reviews alone will not automatically be removed.

14. Billing Complaints

Billing complaints may include:

• Duplicate payments
• Subscription disputes
• Lead purchase concerns
• Incorrect charges

Users should contact DR Rent before initiating chargebacks.

15. Fraud Reporting

Users may report:

• Fake listings
• Fake tenants
• Fake landlords
• Fake contractors
• Identity theft
• Verification abuse

Fraud reports will be prioritised where appropriate.

16. Discrimination Complaints

Discrimination complaints are handled under:

• Equality Act 2010
• DR Rent Anti-Discrimination Policy

Such complaints may receive priority review.

17. Abuse Reporting

Users may report:

• Harassment
• Threats
• Hate speech
• Offensive communications
• Bullying

DR Rent may take immediate action where necessary to protect users.

18. Possible Outcomes

Following investigation, DR Rent may:

• Take no action.
• Issue warnings.
• Remove content.
• Restrict functionality.
• Suspend accounts.
• Terminate accounts.
• Refund payments where appropriate.
• Escalate matters to authorities.

19. Appeals

Users may request a review of certain decisions.

Appeals should include:

• Reasons for appeal.
• Supporting evidence.
• Any new information available.

Appeals must normally be submitted within 30 days of the decision.

20. False Complaints

Users must not knowingly submit false complaints.

Abuse of the complaints process may result in:

• Account restrictions
• Suspension
• Termination

21. Confidentiality

DR Rent will generally treat complaints confidentially.

Information may be shared where necessary to:

• Investigate complaints
• Comply with legal obligations
• Protect users
• Prevent fraud

22. External Dispute Resolution

Where disputes cannot be resolved through the Platform, users may wish to seek:

• Independent legal advice
• Alternative dispute resolution services
• Professional mediation
• Court proceedings where appropriate

23. Limitation of Liability

DR Rent provides a technology platform and complaint handling process.

DR Rent does not guarantee:

• Complaint outcomes
• Dispute resolution
• Compensation awards
• Legal determinations

Nothing in this Policy limits liability where such limitation is prohibited by law.

24. Policy Changes

DR Rent may update this Policy periodically.

Updated versions will be published on the Platform.

Continued use of the Platform constitutes acceptance of revised versions.

25. Governing Law

This Policy shall be governed by the laws of England and Wales.

Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

26. Contact Details

AGEPC LTD
Trading as DR Rent

Registered Office:
128 City Road
London
EC1V 2NX

Website: drrent.co.uk

Email: complaints@drrent.co.uk

Complaints Principle

DR Rent aims to handle complaints fairly, consistently, and transparently while maintaining appropriate records and protecting the interests of all users.