At Chancery Lettings, we are dedicated to providing excellent service to our clients. However, we understand that there may be times when concerns or complaints arise. We take all complaints seriously and have a clear procedure in place to address and resolve any issues that may occur.
If you have a complaint, we encourage you to contact our office directly. You can do so by phone, email, or in person. Our team will listen carefully to your concerns and aim to resolve the issue as quickly as possible. Please provide as much detail as you can about the complaint, including dates, names of individuals involved, and any supporting documentation.
Once we receive your complaint, we will acknowledge it in writing within 72 hours. You will be provided with a reference number and the name of the person handling your complaint. This individual will be your primary point of contact throughout the resolution process.
Our team will thoroughly investigate your complaint, reviewing any relevant records, documents, or communications. We may also need to speak with the parties involved to gather further information. We aim to resolve complaints as swiftly as possible, and you will receive a formal response within 15 working days at the latest.
Throughout the investigation and resolution process, we will keep you informed. We will provide updates on the status of your complaint and notify you of any actions taken or proposed resolutions. We are committed to addressing your concerns in a transparent and timely manner.
Once the investigation is complete, we will provide you with a final response, outlining our findings and any proposed solutions. This response will be given to you in writing and will include information on any further steps you may take if you are not satisfied with the outcome.
Please note that Chancery Lettings is a member of The Property Redress Scheme. If you are not satisfied with the final response, you have the option to escalate your complaint to The Property Redress Scheme. The details for this are provided below for your reference:
You have 12 months from the date of our final response to refer the matter to The Property Redress Scheme.
We are committed to continually improving our services, and your feedback is important to us. We appreciate your cooperation in following this complaints procedure, as it allows us to address any concerns effectively and maintain high standards of service.
If you have any further questions or need clarification on any part of this procedure, please do not hesitate to contact us.
Chancery Lettings
info@chancerylettings.co.uk