Complaints procedure.
At In lettings we are committed to providing the highest standard of service to all of our customers, and we want you to be satisfied with our service. We understand however that sometimes things can go wrong, and when they do, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, our staff who you usually deal with will try to resolve it that day, so please tell them in the first instance.
Should they need some time to look into the matter, they will explain why and tell you how long it will take. If you’re not happy with the response you receive from the team, you can get in touch through our formal complaints procedure below.
Making a complaint
In the event that you have a complaint, please put your formal complaint in writing to [email protected], including as much detail as possible. When contacting us, please tell us:
- your name and contact details
- confirmation of what your relationship is to the property
- the full address of the tenancy property, if you have those details
- the aspect of our service you are complaining about;
- how you would like us to put matters right.
Your complaint will be acknowledged by email within 3 working days.
We will then respond in line with the timeframes set out below.
What happens next?
Stage One
In Lettings will conduct a full and thorough investigation, and a full written response detailing the outcome of our investigation will be sent within 15 working days of sending our email acknowledgement of your complaint.
Stage Two
If you remain dissatisfied, you should contact us again to request a review of our decision, explaining why you are unhappy with our response. A senior member of staff will conduct a comprehensive review of your complaint and will give our final viewpoint on the matter in writing within 15 working days of receipt of your request to review our decision.
Stage Three
In the unlikely event that you are still dissatisfied then you may refer the matter to the Property Redress Scheme, whom In Lettings are members, (membership #PRS018105) at the following address:
Property Redress Scheme
1st Floor, Premiere House
Elstree Way
Borehamwood
WD6 1JH
The Property Redress Scheme is a government approved Redress Scheme who resolves complaints between Members and their customers. 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 www.theprs.co.uk
Please be aware that any complaints made to the Property Redress Scheme should be made within 12 months of the date of our final viewpoint communication, with evidence to support your case.