Make a complaint about a short-term let
If you have concerns about a short-term let that has a licence you can make a complaint to us.
We can only investigate complaints that relate to the licensing conditions. These are rules that the host must follow and are listed on their licence certificate.
What you can complain to us about
You can complain if the let is not meeting these conditions, such as:
- the licence holder isn’t managing the property themselves
- the property is being used in a way not covered by the licence
- fire, gas, electrical or water safety issues
- poor repair or unsafe conditions
- too many guests staying (over maximum occupancy)
- required information not being displayed
- no planning permission (note: no Control Areas in Dumfries & Galloway)
- misleading or unlicensed online listings
- no valid insurance
What we cannot investigate
We cannot deal with complaints about:
- cleanliness
- quality of the stay
- customer service
These should be raised with the host or booking platform (e.g. Airbnb, Booking.com).
The National Consumer Advice Helpline can provide information and advice on a range of consumer issues including unsatisfactory services and holiday problems:
- You can contact them by calling 0808 164 6000 or online at https://consumeradvice.scot
Make a complaint
- speak to the host first – many issues can be resolved directly
- if that does not work, fill in our complaints form
We’ll ask for details like:
- the licence number (you can find this on our public register)
- what the issue is
- any evidence you have
We aim to respond within 20 working days.
Make a complaint about a licensed Short-term let
What happens next
- we’ll check if your complaint is covered by the licensing rules
- if it is, we’ll investigate and may take action
- if it’s not, we’ll let you know and may direct you to another organisation