Complaints | My Lettings Limited

Complaints Procedure: Lettings & Property Management

At My Lettings Limited, we are committed to delivering a high standard of service to
all our clients. However, we understand that sometimes things may not go as
expected. If you feel dissatisfied with any aspect of our service, we welcome the
opportunity to put things right.

Your feedback helps us improve, and we take all complaints seriously.

How to Make a Complaint

To help us fully understand your concerns, please submit your complaint in writing. This
allows us to keep an accurate record of the issue and respond correctly within the required
timeframes.

In the first instance, please write to:
The Lettings Manager
My Lettings Limited
6 Mill Road
Caerphilly
CF83 3FG

Or email: mylettingslimited@gmail.com

Please note: We do not handle complaints over the phone in order to ensure clarity
and accuracy.

What Happens Next?

Acknowledgement:

We will acknowledge receipt of your complaint within 3 working days.

Investigation & Response:

Your complaint will be fully reviewed by the Lettings Manager. You will
receive a formal written outcome within 15 working days of our
acknowledgment, detailing our findings and any actions taken or planned.

Further Review

If you are not satisfied with the response from the Lettings Manager, you may
request a further review by our Managing Director.

You will receive a final written response within 15 working days of your request.

Independent Redress: Property Redress Scheme (PRS)

If you remain dissatisfied after our final response, you can escalate your complaint
to the Property Redress Scheme (PRS) for independent review.

Contact Details:
🌐 Website: www.theprs.co.uk
📧Email: complaints@theprs.co.uk
📬Post:
Property Redress Scheme
Premiere House, 1st Floor
Elstree Way, Borehamwood
WD6 1JH

📌Please note: You must follow our internal complaints procedure before referring
your case to the PRS. Any referral must be made within 12 months of receiving our
final decision letter.