Complaints Policy

AV Property is committed to providing a high standard of service to every guest, landlord and partner. If something goes wrong, we want to know — and we want to put it right quickly, fairly and transparently.

1. Step 1 — Tell us

   Contact your usual AV Property point of contact (your guest host, account manager or the on-call duty team) as soon as possible. Most issues are resolved on the spot within 24 hours.

2. Step 2 — Formal complaint

   If you are not satisfied with the initial response, please submit a formal complaint in writing to info@av-property.co.uk, marked "Formal Complaint". Include your booking or property reference, dates, names involved, and the outcome you are seeking.

3. Step 3 — Acknowledgement (3 working days)

   We will acknowledge your formal complaint in writing within 3 working days and assign it a unique reference number.

4. Step 4 — Investigation (within 30 days)

   Our Operations Manager will fully investigate your complaint within 30 days of acknowledgement, gathering evidence from all parties involved.

5. Step 5 — Results of the investigation (within a further 30 days)

   Within a further 30 days we will issue a written response setting out the findings of the investigation and our proposed resolution.

6. Step 6 — Final decision by the Director

   If you remain dissatisfied with the proposed resolution, you may escalate the matter to our Director, Mr James Sheehan. Mr Sheehan will personally review the file and issue a final written decision within 14 working days. This decision represents AV Property's final position on the matter.