Complaints Procedure

As a member of The Property Ombudsman and Propertymark, we aim to deliver the highest standard of service to all customers.

If you are unhappy and wish to make a complaint, please put your complaint in writing to:

Tobi Adebo
Marketing and Operations Assistant
E-mail: tobi@thelettinggame.co.uk

When submitting your complaint, please include:

• A clear description of the act or omission that has caused your concern.
• What you would like us to do to resolve the complaint.

Stage 1 – Internal Investigation
Tobi will acknowledge your complaint within 3 working days and confirm the department manager responsible for investigating your complaint. We will investigate thoroughly and provide a formal response within 15 working days.

Stage 2 – Internal Review
If you remain dissatisfied with the response, you may escalate your complaint to:

Samantha Derrett
Managing Director
E-mail: samantha@thelettinggame.co.uk

Samantha will carry out a second review and provide a final viewpoint from the company.

Step 3 – External Referral
If you are still not satisfied after our internal review, you have the right to refer your complaint externally.
You can refer your complaint to The Property Ombudsman if we fail to deal with matters promptly, do not comply with this complaints procedure within 8 weeks from the date we receive your written notification, or if you remain dissatisfied following our final response. The Property Ombudsman will require a copy of our file.

The Property Ombudsman
https://www.tpos.co.uk/consumers/how-to-make-a-complaint
Call: 01722 333306
E-mail: admin@tpos.co.uk

Additionally, for conduct-related issues, you may also contact Propertymark, who can review the matter if you remain dissatisfied following our internal dispute resolution. Please note that Propertymark cannot award compensation. You can contact Propertymark via their website here.

Post: Regulation, Propertymark, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG
Email: compliance@propertymark.co.uk