Complaints Policy

Last updated: 21/07/2025

At Lodgeik Ltd, we strive to provide an exceptional experience for both property owners and guests. However, we understand that sometimes things can go wrong. This Complaints Policy outlines how you can raise a complaint and how we will respond.

1. Submitting a Complaint

If you are unhappy with any aspect of our service, you can submit a complaint via email to sam@lodgeik.co.uk. Please include the following information:

• Your name and contact details
• Details of the property or service involved
• A clear description of the issue
• Any relevant dates or documentation

2. What Happens Next

We will acknowledge your complaint within 3 working days and aim to provide a full response within 10 working days. If further investigation is needed, we will keep you informed of progress.

3. Resolution

We will do our best to resolve your complaint fairly and promptly. If you are not satisfied with the outcome, we will explain the reasoning behind our decision and advise you on any further steps you may take.

4. Guest Complaints

If you are a guest staying at one of our managed properties, we recommend raising your issue first via the booking platform (e.g., Airbnb, Booking.com) for traceability. However, we are happy to support resolution where appropriate.

5. Owner Complaints

Property owners should refer to their signed agreement with Lodgeik Ltd for further details on dispute resolution and termination terms.