Lettings Advice Service
At the Lettings Advice Service, we are committed to delivering clear, expert guidance with integrity and professionalism. If you feel we've fallen short of these standards, we welcome your feedback and will do our utmost to resolve your concerns swiftly and fairly.
Step 1: Initial Resolution
If you have a concern or complaint, we encourage you to contact us by email to arrange a phone call to talk through your complaint in the first instance. Many issues can be resolved quickly and informally through conversation.
Email: support@lettingsadviceservice.co.uk
Our team will listen carefully and aim to resolve the matter promptly.
Step 2: Formal Complaint
If your concern cannot be resolved over the phone, please submit a written complaint via email
Email: complaints@lettingsadviceservice.co.uk
Please include:
- Your full name, contact details and agency name
- Which adviser you engaged with
- A clear description of the issue
- Any relevant dates, documents, or correspondence
- The outcome you are seeking
Step 3: Acknowledgement
We will acknowledge receipt of your written complaint within 3 working days.
Step 4: Investigation and Response
Your complaint will be reviewed thoroughly and impartially. We aim to provide a full written response within 14 working days of acknowledgement. If further time is required, we will keep you informed.
Step 5: Further Action
If you remain dissatisfied after receiving our response, we will advise you on any further steps available, including referral to an independent mediation service if applicable.