Taylored Lets are committed to providing services and products of the very highest standards.
If you feel that we haven’t lived up to your expectations in any way, we’d like to hear from you to allow us to resolve any problems and also to improve our service.
Our Lettings Team can deal with most complaints and will do their best to resolve the matter quickly, to your satisfaction.
If you think, after speaking with the branch staff, that your complaint has not been resolved, you are invited to make a formal complaint in writing by email. Please provide a written summary of your complaint and address it to Customer Relations at email@example.com.
A senior member of the Lettings Team will make contact with you to discuss the matter further prior to launching a full investigation. Upon completion of the investigation, you will be advised of the outcome in writing within 10 working days of receipt of the original complaint.
If, after our Stage One response, you feel that your complaint remains unresolved, you may refer the matter to the Lettings Director at firstname.lastname@example.org within 15 working days.
The Lettings Director will personally conduct a separate review of your complaint and you will be advised of the outcome in writing within 15 working days of receipt of the escalated complaint.
If, after our Stage Two response, you feel that your complaint remains unresolved, you may refer the matter to the Commercial Director at email@example.com within 20 working days.
The Commercial Director will personally conduct a final review of your complaint and will issue a final viewpoint in writing within 15 working days of receipt of the escalated complaint.
Stage Four – Property Redress Scheme
Once the internal complaints procedure is exhausted, which includes receiving a Final Viewpoint letter from the Commercial Director, you may approach the Property Redress Scheme.
Contact details can be found at www.theprs.co.uk
Property Redress Scheme
Before making a complaint the following must occur:
- You must have written to Taylored Lets to complain about the matter and allowed a minimum of 8 weeks for a response.
- If you have not received a response after 8 weeks or you are unhappy with the response you have received, your complaint must be made to the Property Redress Scheme within 6 months of your last communication.