If you have a complaint about our service, we are here to help and will aim to resolve matters promptly, fairly, and transparently.

How to Contact Us

You can submit a complaint using any of the following methods:

• Online: Complete our complaints form here.

• Email: Send your complaint to complaints@awol.co.uk
• Post: Write to us at:
  AWOL Complaints Department
  7 Portal Way
  North Acton
  London
  W3 6RT
• Phone: Call us on +44 20 4583 3687

Our Complaints Process

We operate a two-stage complaints process:

Stage 1: Initial Complaint Resolution

1. Once we receive your complaint, we will acknowledge it within 5 working days.
2. We will assign your complaint to the relevant team or individual for investigation.
3. We aim to provide a full response within 10 working days of receiving your complaint. If we require more time, we will explain why and let you know when you can expect a response.

Stage 2: Escalation

If you are not satisfied with our Stage 1 response, you may request an escalation.

1. A Senior Manager will review your complaint.
2. We will aim to provide a full response within 20 working days. If we need additional time, we will communicate this clearly. 

Still Unhappy?

If you remain dissatisfied after receiving our final response, you may refer your complaint to the appropriate independent redress scheme.

AWOL operates under two different redress schemes depending on the nature of your tenancy agreement. We will confirm which scheme applies to you in our final response.

Housing Ombudsman

Housing Ombudsman Service

You should contact the Housing Ombudsman if:

• You are a tenant under a Discount Market Rent (DMR) scheme, or
• Your tenancy agreement names AWOL London Limited as your landlord

The Housing Ombudsman provides a free, independent, and impartial service for resolving disputes between tenants and housing providers.

• Website: www.housing-ombudsman.org.uk
• Email: info@housing-ombudsman.org.uk
• Phone: 0300 111 3000
• Post: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

You must escalate your complaint to the Housing Ombudsman within 12 months of our final response.

The Property Ombudsman (TPO)

You should contact The Property Ombudsman if:

• AWOL Private Limited is acting as your managing agent rather than landlord

The Property Ombudsman provides a free, independent service for resolving disputes between consumers and property agents.

• Website: www.tpos.co.uk
• Email:  admin@tpos.co.uk
• Phone: 01722 333306
• Post: Milford House, 43-55 Milford Street, Salisbury, SP1 2BP

Complaints must normally be submitted to TPO within 12 months of receiving our final response.

TPO provides an independent review of complaints and will make a determination according to their Code of Practice.

Data Protection

If your complaint relates to how we collect, use, or manage your personal data:

• Your complaint at Stage 2 will be reviewed by our Data Team.
• If you remain dissatisfied with our final response, you can refer the matter to the Information Commissioner’s Office (ICO), the UK’s independent authority for data protection.

Please note that neither the Housing Ombudsman Service nor The Property Ombudsman considers complaints relating to data protection.

For more information about your data protection rights or how to raise a concern, please visit: www.ico.org.uk

Housing Ombudsman Complaint Handling Code

We are required to assess our complaints service against the Housing Ombudsman Complaint Handling Code annually. You can review our latest self-assessment and improvement reports below:

• Self-Assessment Form
• Annual Complaint Performance Report & Improvement Report

For further information on how we manage your complaint, please refer to our complaints policy.