Make a complaint
We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them. This will help us to resolve issues as soon as possible and improve our service going forward. If you have a complaint, please put this in writing to us. We will acknowledge receipt and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.
We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.
Stage 1—Your complaint
Please put your complaint in writing either by online form or email and address it to Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.
Email address: info@houseoflettings.com
Stage 2—Our Acknowledgement
Your complaint will be acknowledged, and we will start our in-house complaints procedure
Timescale
Within 3 working days of receiving your complaint
Stage 3—Our Investigation
Your complaint will be investigated and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate
Timescale
Within 15 working days of receiving your complaint
Stage 4—Our Final Investigation
If you remain unhappy, your subsequent complaint will be investigated and we will provide a written response outlining our final position and proposing resolutions where appropriate
Timescale
Within 15 working days of receiving your complaint
Stage 5—The Property Ombudsman
Should you remain dissatisfied after receiving our final viewpoint letter you can refer your complaint to:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
01722 333306
www.tpos.co.uk admin@tpos.co.uk
Timescale
You must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter