Complaints procedure

On this page

If something has gone wrong, tell us and we will deal with it. We acknowledge every complaint within 2 working days and send a full written response within 15 working days. If you are still unhappy, a director reviews it. This procedure is open to property owners, guests, neighbours of the properties we manage and anyone else we deal with.

Sea Breeze Property Services is a trading name of Flexie Estate Agents Ltd (company number 12267313, registered in England and Wales, registered office 557 Charminster Road, Bournemouth, BH8 9RF), part of the Flexiestays group.

Urgent problems

If a problem is happening now, such as a lock-out, a leak or noise from a property we manage, call us rather than writing. We answer guest and neighbour calls 24/7 on 01202 619868 or 07840 500157. You can still make a formal complaint afterwards.

How to complain

• Email: services@seabreezelettings.com
• Phone: 01202 619868, or 07840 500157 (also on WhatsApp)
• Post: Complaints, Sea Breeze Property Services, 557 Charminster Road, Bournemouth, BH8 9RF

If you complain by phone, we will write down what you tell us and send you a copy so you can check it.

What to include

• your name and how you would like us to contact you;
• whether you are an owner, a guest, a neighbour or someone else;
• the property address, and the booking reference if you are a guest;
• what happened, when, and who was involved;
• any photos, messages or documents that help;
• what you would like us to do to put it right.

If you need help making a complaint, or need our response in another format, tell us.

What we do

1. Acknowledgement. We acknowledge your complaint within 2 working days and tell you who is handling it.
2. Investigation. We look into what happened, which may include speaking to staff, owners, guests or contractors and checking records.
3. Full written response. Within 15 working days of acknowledging your complaint, we send you a written response explaining what we found, what we will do and, where we got something wrong, how we will put it right. If we need longer, we will tell you why and when to expect it.
4. Review by a director. If you are unhappy with our response, reply and ask for a review. A director who was not involved in the first response looks at the complaint again and gives you our final written response.

Record keeping

We keep a record of every complaint, what we did and the outcome. We use these records to find problems that repeat and to fix their cause. Complaint records are handled under our privacy policy.

Guests who booked through Flexiestays

If you booked through flexiestays.com, you can complain to us under this procedure or contact Flexiestays guest support, which works with us on bookings for the properties we manage. Guests who booked on Airbnb, Booking.com or Vrbo can also use that platform's own resolution process.

Related policies

Complaints about discrimination are covered by our anti-discrimination policy, and complaints from neighbours by our good neighbour policy. Complaints about how we handle personal data can also go to the Information Commissioner's Office, as explained on our data protection page.

Last updated: 1 October 2026