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.
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.
In the first instance, complaints should be directed to the Associate Director, Oliver Smart. Oliver will endeavour to liaise with you quickly and resolve your complaint immediately, no later than five working days from first notification.
Should Oliver not be able to resolve your complaint to your satisfaction, you can refer the matter to the Area Lettings Director, Nicholas Goulden, who will respond within seven working days from receipt.
If, after your response from the Area Lettings Director, you remain dissatisfied, you may address your concerns, in writing, to the Customer Relations Department. Once received and you will receive a final viewpoint response within 15 working days from receipt of your request for review. If longer is required you will be notified in writing with an explanation and indication of the timescale.
The address to write to is:
Customer Relations Department
2nd Floor, Charlotte's Place
Once the internal LetCo complaints procedure is exhausted, which includes receiving a Final Viewpoint letter from the Regional Managing Director, 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
For your information: