Complaints Procedure

We work hard to get things right, but when something goes wrong we want to hear about it quickly and fix it properly. This procedure explains how to raise a complaint with Letterbox Lettings and what you can expect from us at each stage.

In the first instance, please raise your concern with the member of staff you have been dealing with - most issues are resolved fastest this way. If you would rather not do that, or the issue is not resolved to your satisfaction, please put your complaint in writing to the Director, Letterbox Lettings, 8 Harbour Parade, Porthaven, PV1 3JN, or by email to [email protected], including as much detail as you can.

We will acknowledge your written complaint within three working days of receipt. The Director will then carry out a full review of your file and the circumstances, and will provide a formal written response within fifteen working days. If the matter is complex and we need longer, we will write to you within that period to explain why and to give a revised timescale.

If you remain dissatisfied after our final written response, or more than eight weeks have passed since you first raised the complaint, you may refer the matter to The Property Redress Scheme, of which we are a member. The referral is free of charge to you and must normally be made within twelve months of our final response. The scheme will independently review the complaint and its decision is binding on us.

Nothing in this procedure affects your statutory rights. A copy of this procedure is available from the office at any time, and we keep a record of all complaints received, the actions taken, and the outcomes, as required by our redress scheme membership.