Central Letting Services are committed to providing the best possible service and when something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint please contact us with the details and we will look to resolve the complaint within the timescale given below. If you are unhappy with the final outcome of your complaint, you may complain to The Property Ombudsman.
How to complain
Complaints about Central Letting Services must be made in writing.
Your complaint should include the following information:
Your Full Name
The nature of the complaint or dispute
A contact name, address, telephone number and email address, for the person raising the complaint or dispute. Central Letting Services will not accept anonymous complaints as Central Letting Services will be unable to investigate the complaint effectively.
In the event the complaint is received by telephone or in person Central Letting Services will record the conversation as accurately as possible however the complainant should follow up the telephone call or in person complaint in writing to ensure that the facts have been recorded correctly. Central Letting Services staff will contact the complainant should the two accounts differ.
Central Letting Services has had a ‘zero tolerance’ attitude towards staff being threatened with violence, verbal abuse, threatening behaviour or language, racial or religious abuse and any other kind of abuse.
If the complainant acts in such a manner the complainant will be directed to be remove themselves from the premises and/or refusal by Central Letting Services to deal with the complainant verbally, by telephone or in person. The complainant will be required to communicate in writing only.
Dealing with your complaint
Central Letting Services will provide written acknowledgement of your complaint within 7 working days of receipt of your complaint.
Your complaint will be investigated and you will receive a Formal Written Outcome of our investigation within 15 working days of sending the acknowledgement letter.
If we require more time to investigate your complaint we will notify you and advise the reason for the extended time limit.
If you are not happy with the final outcome of the complaint you can ask for the complaint to be reviewed, this request must be done in writing or any other agreed method. You will be provided with the final outcome of the review in writing within 15 working days of requesting a review.