Complaints Procedure – How to Raise a Concern
How to Make a Complaint
We value your feedback. If you’re unhappy with any aspect of our service, we want to hear from you and put things right.
This page explains how to raise a concern and what to expect from our complaints process.
Our Commitment to You
We aim to provide excellent service at all times. However, if we fall short of this standard, we have a clear process to investigate and resolve your concerns quickly and fairly.
Step 1: Talk to Us First
1Initial Contact – Often the Quickest Solution
Many concerns can be resolved simply by talking to us. We encourage you to contact us as soon as an issue arises:
- Call us to speak with a member of our team
- Visit our office for a face-to-face conversation
- Email us with your concerns
When you contact us, please explain:
- What the issue is
- How it has affected you
- What you would like us to do to put things right
and work with you to find a solution.
Step 2: Formal Written Complaint
2If We Cannot Resolve Your Concern Immediately
If your issue cannot be resolved through initial contact, or you prefer to make a formal complaint, please submit your complaint in writing.
How to Submit a Written Complaint:
Email: Refer to the Onboarding pack.
Post: Refer to the Onboarding pack.
What to Include in Your Complaint:
- A detailed explanation of your concerns and why you believe our service has fallen short
- How you believe your concerns can be resolved
- Any relevant details such as:
- Names of staff members you have spoken to
- Dates and times of incidents
- Property address (if applicable)
- Phone numbers or email addresses you have used to contact us
- Copies of any relevant documents, emails, or correspondence
- Any other evidence that supports your complaint
What Happens Next
3Our Investigation Process
Within 3 working days: We will acknowledge receipt of your complaint in writing.
Within 10 working days: We will investigate each point you have raised and send you our full written response.
If we need more time to investigate your complaint thoroughly, we will:
- Explain the reasons for any delay
- Provide an estimated date for our full response
- Keep you updated throughout the process
We aim to provide a fair and thorough response.
Step 3: Independent Resolution (If Still Unhappy)
4Property Redress Scheme – Free Independent Review
If you remain unhappy with our final response, you have the right to refer your complaint to the Property Redress Scheme,
a government-approved redress scheme that provides free, independent complaint resolution.
You Can Use Property Redress Scheme If:
- You have allowed us up to 8 weeks from the date we received your written complaint to investigate and respond, OR
- We have issued our final response and you remain dissatisfied
- It is less than 12 months since the last communication we had with you about this complaint
Contact Property Redress Scheme:
Website: www.propertyredress.co.uk/consumer
Email: complaints@propertyredress.co.uk
Phone: 0333 321 9418
Post:
Property Redress
Limelight, 1st Floor Studio 3
Elstree Way
Borehamwood
Hertfordshire
WD6 1JH
Important: The Property Redress Scheme service is completely free for tenants and landlords making a complaint.
Your Rights
- Fair Treatment: You have the right to have your complaint handled fairly and without bias
- Clear Communication: We will explain our process and keep you informed at every stage
- Written Records: All formal complaints and responses will be documented in writing
- Independent Review: If unhappy with our response, you can escalate to the Property Redress Scheme at no cost
- No Detriment: Making a complaint will not affect your tenancy or relationship with us
Our Promise
We view complaints as valuable opportunities to improve our service. When you raise a concern, we will:
- Listen carefully and treat you with respect
- Investigate thoroughly and impartially
- Respond clearly and explain our findings
- Take action to prevent similar issues in the future
- Learn from your feedback to improve our service
Need to Contact Us?
Phone: Refer to the Onboarding pack.
Email: Refer to the Onboarding pack.
Office Address: Refer to the Onboarding pack.
Office Hours: Refer to the Onboarding pack.
We are members of the Property Redress Scheme, providing you with independent dispute resolution should you need it. Our membership demonstrates our commitment
to professional standards and fair treatment of all tenants and landlords.
