Naviho Complaints Procedure

Got a problem? Tell us. We will fix it.

We would much rather hear when something is not right than have you stew on it. This page tells you how to raise a complaint, what we will do with it, and where to escalate if we do not put it right.

1. How to raise a complaint

Email complaints@naviho.com with:

• Your name and best contact email or phone
• What happened, with dates if you have them
• What you would like us to do to put it right
• Any reference numbers (compliance lead ID, Stripe payment ID, supplier listing ID, etc.) if you have them

You do not need to write formally. A short email saying what is wrong is enough.

2. What Naviho does next

• Within 3 working days: we acknowledge your complaint and confirm who is handling it.
• Within 4 weeks: we either resolve the complaint or send you a written update on what we are doing.
• Within 8 weeks: we issue a final response in writing. If we cannot resolve in this time we will tell you why and give you escalation options.
• We log every complaint internally so we can spot patterns and fix root causes, not just one-offs.

3. Escalation - data protection complaints

If your complaint is about how Naviho handles your personal data and you are not satisfied with our response, you can complain to the Information Commissioner's Office (ICO):

• Website: ico.org.uk/make-a-complaint
• Phone: 0303 123 1113
• Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

4. Escalation - property management complaints

If your complaint is about Naviho's property management of a let property, and you are not satisfied with our final response, you can escalate to a government-approved redress scheme. As a UK letting agent, Naviho is required to belong to one of:

• The Property Redress Scheme: theprs.co.uk
• The Property Ombudsman: tpos.co.uk

Naviho's current redress scheme membership details are in the footer of every page. If you cannot find them, email complaints@naviho.com and we will send them straight back.

5. Escalation - financial services complaints

Naviho is not currently FCA-regulated. If we ever provide an FCA-regulated activity to you and you are not satisfied with our response, you may be able to escalate to the Financial Ombudsman Service:

• Website: financial-ombudsman.org.uk
• Phone: 0800 023 4567

6. Vulnerable customers

If you have a disability, are in difficult financial circumstances, or otherwise need additional support to raise or follow a complaint with us, tell us. We will adjust how we communicate (different channel, different pace, advocate copied in, large print, etc.) so you can have a fair shot at being heard.