Complaints Handling

Complaints Policy

Our aim is to provide a first-class service and to do everything we can to ensure you are
satisfied. If you feel that we have fallen short of this standard and you would like to raise
your concerns, we ask that you inform us in writing to allow us to investigate further.
There are three stages to our complaints process.

Stage 1
The first thing we ask you to do is to raise the issue with the agent concerned, as this is
often the quickest and most effective way to resolve issues.

Stage 2
If you aren’t happy with the agent's response, please submit your complaint in writing to:
Susan Liles
Managing Director
The Letting Experts
5 Regent Street,
CV21 2PE

In order to resolve your complaint, we would ask that you include the following information
and evidence, if applicable: -
• An outline of your complaint explaining why you feel that we have fallen short of our
first-class service.

• What you would like us to do to resolve it.
• Any specific details that you feel would assist us with resolving your complaint.
• The Agent Name in connection with the complaint.
• Time(s) and Date(s) of the incident(s).
• Telephone numbers and/or addresses you have used in your contact
• Any written correspondence or documents in connection with your complaint.

On receipt of the complaint, we will investigate the issue(s) you have raised in your
complaint fully and respond to you accordingly. The timescales for dealing with a complaint
are as follows:

• You will receive an ‘acknowledgement of receipt’ of your complaint from us within 3
working days of receipt of your complaint.
• Within 10 working days of the acknowledgement, you will receive a full response.
• If we are unable to resolve the matter within the 10 working days as stated above,
we will provide you with reasons why we could not meet this time frame and
provide you with an estimate of when a full response will be received.

After our final written response, we may deem the complaint closed. If we deem the matter
closed, then we reserve the right not to enter into any further correspondence.

Stage 3
We are members of the Property Redress Scheme. If you remain unhappy with the response
received from us and have exhausted our complaints procedure, you can contact the
Property Redress Scheme to ask them to investigate your complaint.
In order to take your complaint to The Property Redress Scheme you must first have carried
out the following:
• You have waited 8 weeks from the date of your written complaint to us for a
response; and
• It is still within one year from the last communication with you regarding this
The Property Redress Scheme is a government approved Redress Scheme that resolves
complaints between members and their consumers. The complainant must have exhausted
the member’s internal complaints procedure and remain dissatisfied with the member’s
response. The Property Redress Scheme is free to use for the complainant and further
information and guidance on how to resolve complaints is available via their website.
In order to make a complaint, please contact the Property Redress Scheme directly or
alternatively, visit their website and fill out a Complaints Form.
The Property Redress Scheme contact details are as follows:
By post at:
The Property Redress Scheme Premiere House,
1st Floor Elstree Way