Complaints Procedure
The Property
Redress Scheme
Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH.
0333 321 9418
Lets Live’s complaints procedure has been designed to ensure that any concerns are dealt with as quickly and efficiently as possible and every attempt will be made to try and resolve matters to your satisfaction.
Information for customers
Our aim is to provide the highest standards of service and if you are unhappy with any element, we would like to hear from you and to have the opportunity to rectify the matter as soon as possible. We are a member of The Property Redress Scheme (PRS) and we follow the guidance of the best Code of Practice issued to us by them.
We have put in place the following complaints process which we will follow in dealing with any complaint.
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 Redress Scheme to consider without our final viewpoint on the matter).
What will happen next?
- We will send you a letter/email 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 the office manager who will review your file and speak to the member of 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 Redress Scheme to request an independent review: