Complaints Handling

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,
Rugby
Warwickshire
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 internal complaints procedure, you can contact the Property Redress Scheme to request an independent review of your complaint.

In order to refer your complaint to the Property Redress Scheme, you must have:

  • Waited 8 weeks from the date of your written complaint to us for a response; and
  • Contacted them within 12 months of our final viewpoint letter

The Property Redress Scheme is a government-approved scheme that provides an independent resolution service for complaints between property agents and consumers. This service is free for consumers to use.

Contact details for the Property Redress Scheme are as follows:

Web: www.theprs.co.uk

Email: complaints@theprs.co.uk

By post:

The Property Redress Scheme

Premiere House,

1st Floor Elstree Way

Borehamwood

WD6 1JH

Professional Body – Propertymark

The Letting Experts Nationwide Ltd is also a member of Propertymark, the professional body for property agents.

If your complaint relates to the professional conduct of The Letting Experts Nationwide Ltd and you remain dissatisfied following completion of our internal complaints procedure, you may refer the matter to Propertymark for consideration under their conduct and disciplinary process.

Please note that Propertymark is not a redress scheme and does not award compensation.

Further information can be found at:

www.propertymark.co.uk