Sure2Let Complaints Procedure
As a firm licensed by the National approved letting scheme, Sure2let is committed to delivering a high quality service at all times. However, we do accept that occasionally things can go wrong. If you are dissatisfied with any aspect of the service you have received from Sure2let we would like to hear from you. Equally, if you are pleased with the services offered, or have a suggestion on how we might improve our services, do let us know.
We need to know the exact nature of your complaint. Please provide as much information as possible, about the service provided and why you felt the service we offered did not meet your expectations.
How to lodge a complaint
You can make your complaint in whatever form is most convenient to you. You can telephone and speak to the appropriate member of staff. Alternatively, you can write or email the Company Director, Mr. Lee Warr at:
- Sure2let Property Ltd
- 47 Church Lane
- London, N8 7BT
- Tel: 020 8348 9192
- Email: firstname.lastname@example.org
If you telephone us, the complaint will be logged and kept live whilst we investigate and endeavor to correct the reasons for the complaint.
If you are not satisfied with the response you receive at this stage, you can submit a formal complaint in writing. If your complaint is in writing, including e-mail (see above) we will acknowledge it within 3 working days and commence investigation.
It is our intention that a written outcome of the complaint will be sent to you within 21 working days. If a full response cannot be given within this period, (e.g. when a matter is very complex or where we have to consult a third party on the matter) you will be informed of the progress being made with your complaint.
The Company Director accepts full responsibility for effective complaints handling. In all cases, we will treat your correspondence in strict confidence, with fairness and objectivity.
What to do if you are still unhappy
If you feel your complaint has not been satisfactorily dealt with you have the option to put your concerns directly, in writing, to the Property Redress Scheme:
- Ground floor
- Kingmaker House
- Station Road
- New Barnet
- EN5 1NZ
Sure2let takes every complaint and suggestion seriously. We systematically record the complaints received and the subsequent actions taken. The number of complaints, their nature and the speed on how they have been dealt with, will be monitored.