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:

Tia Cousins
Operations Support
E-mail: tia@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

Tia 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 our Stage 1 response, you may request that your complaint is escalated for a further internal review to:

Craig Wildy
Operations Director
E-mail: craig@thelettinggame.co.uk

Craig will carry out a second review of your complaint and will provide you with our final viewpoint within 15 working days of receiving your request for a Stage 2 review. Our final viewpoint will confirm the outcome of our review, explain the reasons for our decision and confirm that our internal complaints procedure has been exhausted.

Step 3 – External Referral

If you remain dissatisfied after receiving our final viewpoint, you have the right to refer your complaint to The Property Ombudsman (TPO).

You may also refer your complaint to The Property Ombudsman if we have not completed our internal complaints procedure within 8 weeks of the date we received your original written complaint.

Following our final viewpoint, you normally have 12 months from the date of that final response to refer your complaint to The Property Ombudsman. TPO may require a copy of the correspondence and documentation relating to your complaint.

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

Professional Conduct Issues

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