At Keyhole, we take complaints seriously and use them to improve our services.

What is a complaint?

A complaint is any expression of dissatisfaction about our products, services, processes, or communication, where you expect a response. You do not need to use any special form or wording. If you tell us you are unhappy and want us to do something about it, we treat it as a complaint.

How can you submit a complaint?

You can submit a complaint in any of these ways:

We do not require complaints to be in writing, but if you contact us by phone, our staff will document the complaint internally.

What happens after you submit a complaint?

  1. Acknowledgement - We will confirm that we have received your complaint within 3 business days.
  2. Assessment and investigation - We review your case, gather relevant information and, if needed, contact you for clarification.
  3. Answer - We aim to give you a clear, written response as soon as possible and no later than 15 business days in normal cases.

If we need more time, we will inform you and explain why and when you can expect an answer.

If you are still not satisfied

If you are not satisfied with our final response, you may have the right to escalate your complaint to an external complaints body or supervisory authority, depending on the nature of your case and your country of residence.

Information about relevant external complaint bodies will be included in our final response to you. You can contact:

  • For tenancy-related matters: the Rent Tribunal (Huslejenævnet) in the municipality where the property is located.
  • For complaints about our services: the Danish Consumer Complaints Board (Forbrugerklagenævnet).

You can also file a complaint with the insurance company behind your guarantee, our partner Nordic Guarantee (opens in a new tab).

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