Complaints Procedure
LetCo is a member of The Property Ombudsman Scheme (TPOS) for Lettings and we aim to provide the highest standards of service to all our customers.
To ensure that your interests are safeguarded we have the following complaints procedure in place for Lettings.
Aim
The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers’ satisfaction at Manager Level.
Stage one - Office Manager
In the first instance, complaints should be directed to the Office Manager: info@letcohomes.co.uk and they will endeavour to liaise with you quickly and resolve your complaint immediately, no later than five working days from first notification.
Stage two - Director, Oliver Smart
Should the Office Manager not be able to resolve your complaint to your satisfaction, you can refer the matter to the Director, Oliver Smart: oliver.smart@letcohomes.co.uk, who will respond within seven working days from receipt.
Stage three - The Property Ombudsman
Once the internal LetCo complaints procedure is exhausted, which includes receiving a Final Viewpoint letter from Oliver Smart, you may approach the Ombudsman.
Contact details for the Ombudsman will be included in the Final Viewpoint letter or information can be found at www.tpos.co.uk.
The Property Ombudsman
First Floor Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 1BP
For your information:
- You must make your complaint to the Property Ombudsman within 12 months of the date of our Final Viewpoint letter.
- The Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our Final Viewpoint letter.