Complaint Handling
What should I do if I disagree with a decision?
At Keyhole, we work to ensure that all applications and cases are handled fairly and in accordance with our guidelines and applicable regulations.
If you still disagree with a decision we have made – for example, regarding a deposit guarantee – we would 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 feel free to include any new information that may be relevant to the case.
E-mail: support@usekeyhole.com
(Please mark the email with “Complaint” in the subject line)
We recommend that you first get in touch with the person or department that handled your case so we have the opportunity to review it again.
If you are still not satisfied, 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 can contact the relevant authorities:
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For issues related to your tenancy:
Contact the Rent Disputes Tribunal (Husleietvistutvalget (HTU)) if the property is located in one of the following municipalities:
- Oslo.
- Bergen.
- Trondheim.
- Stavanger.
- Lillestrøm.
- Sandnes.
For tenancy matters outside these municipalities, such cases must be handled by the District Court (Tingretten). -
For complaints about our services:
Contact the Norwegian Consumer Complaints Board (Forbrukerklageutvalget).
Is your complaint about the guarantee itself? Then you may also file a complaint with the insurance company behind your guarantee – our partner, Nordic Guarantee.
3. Final option: The District Court
If the matter cannot be resolved through our complaints process or via HTU or other authorities, you may choose to take the case to the District Court (Tingretten). We recommend that you seek legal advice if you are considering this.