What support do I have?

To enable you to get the most from our services we have a dedicated and experienced Support Team to help you with your enquiries. Our team will be able to assist you throughout the process and answer any questions you have about referencing your tenants.

Once you have registered with us you will also have access to our online platform where you are able to track your applications, obtain instant credit check information and submit requests for other referencing service.


What are your opening hours?

We are open Monday to Friday between 9am and 6pm, excluding UK Bank Holidays and on Saturday between 9am and 1pm. Registered customers have 24 hour online access.


Can I track my applications online?

Yes, all clients are given an individual user area on our website from which they can track the progress of current applications and view the results of completed applications. You are also able to create new applications and obtain instant credit check results.


What is your cancellation policy?

Full Profile and Company Referencing applications may be cancelled within three working hours from the point of instruction. We regret that we are unable to cancel Credit Check or Insight applications once processing has commenced. If an Insight application has not been completed within four working hours, the charge will revert to that of a Full Profile, except when all enquiries are complete and we are awaiting documents from the prospective tenant.


What is your complaints policy?

At FLS we place a high importance on keeping our customers happy by providing a top level of customer service and while we hope you will be fully satisfied, if you have a complaint we want to hear from you. We will take your complaint seriously, and will address it and respond to it as quickly as possible. In the first instance we would ask that you contact our Customer Service Manager, Les Staden on 01227 250029 or email les@tenantref.co.uk.