TOTAL Lettings are committed to providing a professional service to all our clients and customers.
If you believe that we have not lived up to your expectations, we would like to hear from you so that we can investigate the matter further – This will also help us improve our service.
Many cases can be resolved quickly without the need to escalate to a formal complaint and you are encouraged in the first instance to address these with the office.
If your complaint has not be resolved by contacting and discussing with the office you are invited to make a formal complaint in written summary by email to firstname.lastname@example.org or by letter. TOTAL Lettings, 209 Haley Court, Foxhunter Drive, Linford Wood, Milton Keynes, MK14 6GD
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
- We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally be dealt with by a manager who will review your file and speak to the staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
- If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
- We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
43-45 Milford Street
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.