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How do I raise a concern or make a complaint?

If something hasn’t gone to plan, here’s how to get in touch with us directly so we can put it right — quickly, personally, and without unnecessary back and forth.

We know things don’t always go to plan. If something hasn’t met your expectations or doesn’t feel quite right, we want to hear about it — and we’d really appreciate the chance to put it right before it becomes a bigger issue.

We’re a small team of people who genuinely care about doing a good job, and we take feedback seriously. Most problems can be sorted quickly once we know about them.

1. Informal Resolution – We’d Love to Sort It Quickly

If you’ve had a frustrating experience or something just feels off, the quickest way to raise it is:

You’ll be contacted by a team lead who’ll look into things and aim to respond within 1 working day.

This isn’t a formal complaint, just a chance to raise your hand and get a proper resolution.

2. Why We Ask You to Come to Us First

We understand why people turn to online reviews, but we’d always prefer to deal with the issue directly. We set up LettingaProperty.com to be different from the norm — built on transparency, honesty, and integrity. If something hasn’t gone right, we want to fix it, not defend it.

3. Formal Complaints Procedure

If we can’t resolve your concern informally, or if you’d prefer to make a formal complaint from the outset, we have a structured process in place.

Stage 1: Formal Complaint

To make a formal complaint, please put it in writing and send it to:

Please include:

  • Your name and contact details
  • Property address (if applicable)
  • A clear description of the issue
  • What you’ve already tried to resolve it (if anything)
  • What outcome you’re hoping for

We will acknowledge your complaint within 3 working days and provide a full written response within 15 working days.

If we need more time to investigate properly, we’ll let you know and give you a revised timescale.

Stage 2: Escalation to Director

If you’re not satisfied with our response at Stage 1, you can ask for your complaint to be escalated to a Director for review.

You should do this within 10 working days of receiving our Stage 1 response, by emailing complaints@lettingaproperty.com and clearly marking it as a Stage 2 escalation.

A Director will review the matter independently and respond within 10 working days.

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.

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 Stage 2.

Rent Smart Wales

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

4. 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.

5. 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:

We’re here to support you — and your feedback helps us improve.