West Surrey Lettings Complaints Procedure
We are committed to providing an outstanding professional service to all of our clients and customers. When something goes wrong or you an unhappy with our services we need you to tell us about it. This will help us to improve our standards.
Our process is structured to ensure that any concerns are dealt with as efficiently as possible. We would first ask that you raise any issues verbally with the relevant member of staff at West Surrey Lettings, which will enable us to provide an efficient resolution in the first instance.
If you wish to make a written complaint, please follow this process below.
Please write to us with the details of your complaint:
Mr Neil Butcher
West Surrey Lettings
34/35 Station Approach
West Byfleet
Surrey
KT14 6NF
neil@westsurreylettings.co.uk
We will acknowledge receipt of your complaint in writing or via email within 3 working days of receiving it and enclose a copy or link to this page detailing the procedure.
We will investigate your complaint, this will usually be dealt with by the office manager or Director who will review your file and speak to the members of staff concerned. A formal letter or email outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter or email. (Please note: if you feel we have not attempted to address your complaint within 8 weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter.)
If at this stage, you are still not satisfied, you need to contact us again and we will arrange for a separate review to be undertaken by a senior member of staff or Director.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied after the above steps have been taken, you can contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
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