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 - Associate Director, Oliver Smart

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.

Stage two - Area Lettings Director, Nicholas Goulden

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.

Stage three - Regional Managing Director

If, after your response from the Area Lettings Director, you remain dissatisfied, you may address your concerns, in writing, to the Regional Managing Director.  Once received your letter will be acknowledged within 24 hours, (excluding weekends and public holidays), and you will receive a response within 15 working days from receipt of your letter. If longer is required the complainant will be notified in writing with an explanation and indication of timescale.

The address to write to is: Area Office, c/o 21 Marmion Road, Southsea, Hampshire, PO5 2AT

Stage four - The Property Ombudsman

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
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.