Complaints Procedure

Suburbia Lettings Limited is committed to providing a high standard of service to our Landlords, Tenants, and Customers. When something goes wrong, we need you to tell us about it, so we can improve our standards, and have the opportunity to put things right. Our complaints procedure aims to provide a structured and clear path to resolve any grievances that you may have. 

Step 1: If, in the first instance, you have been unable to resolve your complaint informally, you should write to the member of staff who dealt with you, or their manager, so that they have the chance to put things right. In your letter you should outline the details of your complaint, the ramifications this has had on you, and the remedy you are seeking.  

Step 2: We will acknowledge your complaint in writing within three days of receiving it, enclosing a copy of this procedure. We will then conduct an internal investigation, and a formal written outcome of this investigation will be sent to you within 15 working days. We aim to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to investigate fully, as such, timescales given for handling and response to complaints are indicative. If your complaint requires more detailed investigation, you will receive an interim response outlining what is being done to deal with the matter, and when a full reply can be expected and from whom.  

Step 3: If, at this stage, you are still not satisfied with our response, we would ask that you contact us again, and this will be reviewed by a senior member of staff or director. Again, we will respond to you within 15 working days with our final viewpoint on the matter.

 Step 4: If you do not receive a response from us within 8 weeks, or if you remain dissatisfied upon receipt of our final viewpoint, then you may refer the matter to The Property Ombudsman (TPO) at the following address: 

The Property Ombudsman  

Milford House, 43 – 55 Milford Street 

Sailsbury, Wiltshire SP1 2BP 

www.tpos.co.uk