Primary channel
Email complaints and supporting detail to hello@kunda.house.
Legal
Complaints Policy
Kunda House aims to handle complaints fairly, clearly, and in a way that helps us understand the issue and respond properly.
Response target
Initial acknowledgement within 3 working days where reasonably possible.
Review target
A fuller response or progress update within 10 working days where reasonably possible.
Who can complain
- Guests
- Residents or applicants
- Property owners
- Partners or referrers
- Other people directly affected by a Kunda House service issue
What to include
- Your name and contact details
- The property, booking, or enquiry the complaint relates to
- A clear description of what happened
- Dates, times, and any supporting evidence
- The outcome you are seeking
How we handle complaints
- We review the complaint against available records and communications
- We may request further information where the issue is unclear
- We aim to respond proportionately to the seriousness and urgency of the matter
- We keep a record of complaint handling where needed for audit or follow-up
Escalation
If you remain dissatisfied after the initial review, you may ask for the matter to be escalated for further consideration.
Where a complaint concerns a legal right, safety issue, data protection matter, or a formal tenancy process, additional routes may apply.