Lettings Complaints

As a member of the Association of Residential Letting Agents (ARLA), and The Property Ombudsman (TPO) Scheme, we aim to provide the highest standard of service to all landlords and tenants, in line with their Codes of Practice. One of the requirements of our membership is that we have a process for assessing complaints about our service, appropriate to our firm’s size and structure.

All branch staff will deal with the normal day to day problems on a one to one basis, but once a formal complaint as such has been raised, ‘ie I am not satisfied with the standard of your work/conduct/behaviour etc and I wish to make a formal complaint’, then at that stage you will be requested to put your complaint in writing, setting out your concerns by reference to any related documents – terms of business, tenancy agreement, inventory etc, and send to:

Lettings Administration Manager
Richard James
Gemini House
Hargreaves Road
SN25 5AZ

The grievance letter will be acknowledged within 3 days, investigated in accordance with established ‘in-house procedures’ and a reply sent to you within 15 days of receipt of the original letter.

You will be invited to make any comments that you may have in relation to this response.

Subsequently, if you remain dissatisfied with the way we have handled your complaint please write again to:

Lettings Complaints Department –
Richard James
Gemini House
Hargreaves Road
SN25 5AZ

Finally, having exhausted our in-house procedures, if you are still not satisfied with our response, you may refer your complaint to:

Regulation Department
National Federation of Property Professionals
Arbon House
6 Tournament Court
Edgehill Drive
CV34 6LG

who will arrange for your complaint to be assessed by an external Independent Case Examiner in line with the criteria and procedures set out in NFOPP/ARLA’s published complaints procedure/leaflet


If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman (TPO)
Milford House
43 – 55 Milford Street

Lettings Complaint Contact Form

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