Lettings Complaint Procedure
We take every complaint seriously. Please follow the steps below — each stage gives us the chance to put things right.
Raise it with your handler
Please raise your complaint with the property manager or sales advisor that is handling your case.
Put it in writing
If the sales advisor / property manager cannot resolve the issue for you then please put your complaint in writing addressed to the Lettings Manager for that particular branch.
We acknowledge & investigate
We will acknowledge your complaint in writing within 5 working days. We will also start a full investigation.
Written outcome
In line with The Property Ombudsman guidelines a full written outcome will be sent to you within 15 working days.
Escalate to the Lettings Director
If you are not satisfied with the full written outcome response from the Branch Manager you can write to the Lettings Director. They will then respond to you with a statement of the final view of the matter within 15 working days of receipt.
The Property Ombudsman
If you are still not satisfied with the outcome, you can raise your complaint with The Property Ombudsman. Further information can be found at www.tpos.co.uk.
Formal review
When you have raised a complaint with The Property Ombudsman they will write to us as agents requesting our Property File and our version of the events. A case officer will then undertake a formal review of your complaint largely based on the documents from both sides.
