Complaint Handling

What should I do if I disagree with a decision?

Keyhole Helpcenter Objection Color

At Keyhole, we are committed to ensuring that all applications and cases are handled fairly and in accordance with our guidelines and applicable legislation.

If you disagree with a decision we have made – for example, regarding a deposit guarantee – we would very much like to hear from you. See below for the options available to you.

1. Start by contacting us

You can send us a written inquiry explaining what you disagree with. Please include any new information that may be relevant to the case.

E-mail: support@usekeyhole.com

(Please include "Complaint" in the subject line)

We recommend that you first contact the person or department that handled your case to have it reviewed again.

If you are still dissatisfied, please clearly state that you wish to escalate the case to a formal complaints process at Keyhole.

2. Want to take the matter further?

If you are not satisfied with our decision after the renewed review, you have the option to contact the relevant authorities:

  • For tenancy-related matters:
    Contact the Rent Tribunal (Huslejenævnet) in the municipality where the property is located.

  • For complaints about our services:
    Contact the Danish Consumer Complaints Board (Forbrugerklagenævnet).

You also have the option to file a complaint with the insurance company behind your guarantee. Our partner is Nordic Guarantee.

3. Final option: The courts

If the matter cannot be resolved through our complaints process or via the relevant boards, you may choose to pursue the case in court. In that case, we recommend seeking legal advice from a lawyer.