Complaints Process
Let Property strives to provide a high standard of service to all of our customers at all times. Whether you are selling a property, having your property managed or purchasing a property through us we aim to resolve any issues you have in a prompt manor.
Our Complaint Process
Step 1 – Try to resolve the complaint with the staff member or their team leader that is dealing with your complaint. We resolve 98.4% of complaints this way and strive to ensure that a high level of service is provided to all customers to ensure that they have a great experience with Let Property.
Step 2 – In the rare event that our team cannot resolve your complaint then you can escalate the complaint using our internal complaint procedure. You can open a complaint by emailing hello@letproperty.co.uk. Please reference your phone number and email address that you were using to communicate with us so that we can easily track down your file.
Step 3 – A complaints manger will handle your complaint. Some complaints may be complex. We will aim to acknowledge your complaint within 3 working days. However, please allow up to 14 working days for a response. We may even request more information from you sooner than this.
Step 4 – If our complaints manager cannot resolve your complaint then your complaint will be escalated to the last stage to a senior manager who will review the response from the complaints manager. You may not directly hear from them but we will always have a senior manager review your case before a final response and resolution is provided.
Step 5 – If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can make a complaint to The Property Redress Scheme. You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
Step 6 – We hope to resolve any complaints at a very early stage and strive to ensure high levels of customer satisfaction for all of our customers. If you have any other questions about or complaints procedure please email us at hello@letproperty.co.uk or send us a letter to our head office at First Floor, Curated House, 90 Mitchell St, Glasgow City Centre, G1 3NQ
