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Complaints policy UK

Complaints Policy (UK)

Please Note: The following information applies to customers in the United Kingdom. For our Republic of Ireland Complaints Policy, please see here.

Our Commitment

aparto is committed to delivering a great service at all times. However, we accept that there may be times when we don’t get things right the first time. We therefore take a positive and constructive approach to complaints, and regularly review our service and accommodation to ensure it meets the standards our customers expect.

aparto will always endeavour to resolve any complaints in the shortest possible timeframe, in a professional manner, and with the view of reaching a satisfactory conclusion for both parties. As a result of any complaints, aparto may review and make changes and improvements accordingly.

How to make a Complaint

We encourage you to raise any complaint in person at the reception. Our teams will always attempt to resolve your complaint at this point. If this is not possible, your complaint will be dealt with in accordance with the process below.

All complaints must be made directly to the site that you have been dealing with. Any complaints that are sent to Head Office will be redirected to the relevant site for them to investigate in the first instance.

Complaints Process

Stage One

Please make your initial complaint to reception either in person, by email or in writing. We will endeavour to resolve your complaint within 48 hours of it being made.

Stage Two

If the reception team are unable to deal with your initial complaint, it will then be investigated by the site General Manager. Please ensure that the complaint is made in writing to the Manager. From here, we will endeavour to provide a written response to complaints within 7 days of receipt.

If you do not believe that your complaint has been treated fairly by the Manager, the complaint can then be escalated to Stage Three. However, you must state why you believe that the complaint has not been dealt with fairly.

Stage Three

At Stage three, your complaint will be investigated by the Regional Operations Manager, or if necessary the aparto Operations Director. We will endeavour to provide a written response within 7 days of receiving your complaint. The decision of the Regional Operations Manager or Operations Director is final and there is no further right of appeal.


If a complaint is deemed to be a breach of the ANUK code and the tenant, or tenant’s representatives, are still unhappy with the outcome having exhausted our process, the complaint can be referred to National Codes Administrator or The Property Redress Scheme. The complaint must be made in writing and must be submitted within six months after the end of the tenancy.

Your complaint can be sent by email to

Or the tenant can fill out the National Codes Administrator online complaints form by clicking here.

PRS - Property Redress Scheme

Phone: 0333 321 9418