How do I raise a concern or make a complaint?

At LettingaProperty.com, we pride ourselves on being different: built on transparency, honesty, and integrity. If something hasn't gone to plan, we genuinely want to hear about it, and we appreciate the chance to put things right quickly and personally.

Most issues are resolved fastest through a conversation, so we ask that you start with the people who know your account best. You can, of course, make a formal written complaint at any time; the earlier steps are there to get you a quicker, more personal resolution, not to delay one.

Step 1: Speak to your Account Manager

If you are unhappy with any aspect of our service, please raise it first with your Account Manager. They are best placed to discuss the issue with you directly and work towards a quick resolution. Please copy concerns@lettingaproperty.com into your email so our management team has oversight and can make sure you are supported. We aim to respond within 1 working day.

Step 2: Ask for a Manager review

If you feel your concern hasn't been resolved after speaking with your Account Manager, please ask for the matter to be escalated to their Manager. They will review the steps taken so far and work with you to find a resolution. We aim to respond within 3 working days.

Formal Stage 1: Formal complaint

If you remain dissatisfied after the steps above, or if you would prefer to make a formal complaint straight away, please put your complaint in writing to:

• Email: complaints@lettingaproperty.com
• Post: PropMedia Ltd, 7 Ardent Court, William James Way, Henley in Arden, Warwickshire, B95 5GF
• Your name, contact details, and property address
• A clear description of the issue
• A summary of the steps you have already taken to resolve it
• The outcome you are hoping for

We will acknowledge your formal complaint in writing within 3 working days and send you a full written response within 15 working days of receiving your complaint. If we need more time to investigate properly, we will let you know and give you a revised timescale.

Formal Stage 2: Director review

If you are not satisfied with our Formal Stage 1 written response, you may ask for your complaint to be escalated to a Director for an independent review. Please email complaints@lettingaproperty.com within 10 working days of receiving our Formal Stage 1 response, clearly marking your email as a “Formal Stage 2 Escalation”. A Director will review the matter and respond within 10 working days.

Formal Stage 3: Independent redress

If you remain dissatisfied after our internal process, you have the right to refer your complaint to an independent redress scheme. You may also refer your complaint if more than 8 weeks have passed since you first made your formal complaint and it has not been resolved.

The Property Ombudsman (TPO)

For properties in England and Scotland, we are members of The Property Ombudsman. You can contact them at:

• Website: tpos.co.uk
• Email: admin@tpos.co.uk
• Phone: 01722 333306
• Post: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

You must normally refer your complaint to TPO within 12 months of our final written response at Formal Stage 2.

Rent Smart Wales

For properties in Wales, we are registered with Rent Smart Wales (Agent Registration: SR529485). You can contact them at:

• Website: rentsmart.gov.wales
• Email: rentsmart@cardiff.gov.uk
• Phone: 03000 133 133

How we handle your complaint

• Confidentiality: your complaint will be handled confidentially and shared only with those who need to know to resolve it.
• Fair treatment: making a complaint will not affect the service you receive from us or any future dealings you have with our company.
• Learning: we review all complaints to identify patterns and improve our services.
• Record keeping: we keep records of all formal complaints for at least 3 years.

Still have questions?

If you're not sure whether to raise a concern or make a formal complaint, or if you have any questions about this process, you can contact:

• Helen Davis, Operations Manager: helen@lettingaproperty.com
• General enquiries: concerns@lettingaproperty.com

We're here to support you, and your feedback helps us improve.