A: In the case of a dispute between tenants and their landlord or agent, flatfair directly facilitates the use of Independent Dispute Resolution (IDR) provider, where our government-authorised dispute resolution provider will make the final call.

Top tip! The more information you provide, the higher your chances of winning the dispute. 

Once you raise a dispute, our IDR provider may take up to 28 days to finalise their decision. In cases where additional information is required to adjudicate the case, we urge you to promptly comply as not doing so may result in a delayed decision. Just as with deposits, the IDR's decision is final and binding, and may not be disputed. 

The fee for raising a dispute through the flatfair portal is £100 + VAT. The tenants will be refunded in full for the fee if and when flatfair deems  the dispute to have been made in good faith and of a scrupulous nature.

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