Complaints Procedure for Lettings & Management

We are committed to providing you with the highest standards of professional services. However, there may be times when our service falls short of your expectations, we need you to tell us about this and help us to improve our standards.

 

We can help

Putting your complaint in writing helps us to ensure we have understood your issues and concerns. We will then respond in the times frames stated below.

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In the first instance, please contact:

The Lettings Manager

My Lettings Limited, 6 Mill Road, Caerphilly CF83 3FG

Or send your complaint by email to mylettingslimited@gmail.com

 

We will acknowledge your complaint within 3 working days. Your complaint will be fully investigated and you will be sent a formal written outcome within 15 working days of the acknowledgement letter, and we will let you know what actions have been, or will be taken. Please note that to ensure the accuracy of the information passing between the parties, we do not deal with complaints over the telephone.

 

If at this point you are not satisfied with the written response from the Lettings Manager, please contact us again and we will arrange for a further review to be made by the Managing Director.

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We will respond to you with our final view on this matter within 15 working days.

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If for whatever reason you are still not satisfied with the outcome, you can raise your complaint with the Property Redress Scheme (PRS):

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Website: https://www.theprs.co.uk

Email: complaints@theprs.co.uk

Or by post to:

Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH

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The PRS requires that all complaints are addressed through our complaints procedure prior to being submitted for an independent review. Any referral to the PRS must be made within 12 months of the final view letter.