Sure2Let is committed to delivering a high quality service at all times. However, we do accept that
occasionally things can go wrong. If you are dissatisfied with any aspect of the service you receive from
Sure2Let, we would like to hear from you. Equally, if you are pleased with the services offered, or have
a suggestion as to how we might improve our services, let us know.
We need to know the exact nature of your complaint. Please provide as much information as possible
about the service provided and why you felt the service we offered did not meet your expectations.
How to lodge a complaint
You can make your complaint in whatever form is most convenient to you. You can telephone and speak
to the appropriate member of staff. Alternatively, you can write or email the company director,
Mr Lee Warr, at:
47 Church Lane
Tel: 020 8348 9192
If you telephone us, the complain will be logged and kept live whilst we investigate and endeavour to correct
the reasons for the complaint.
If you are not satisfied with the response you receive at this stage, you can submit a formal complaint
in writing. If your complaint is in writing (including email), we will acknowledge it by return and
It is our intention that complaints will be responded to within seven working days. If a full response
cannot be given within seven working days (e.g. when a matter is very complex or where we have to consult a
third party on the matter) you will be informed of the progress being made with your complaint.
The Compnay Director accepts full responsibility for effective complaints handling.
In all cases we will treat your correspondence in strict confidence, with fairness and objectivity.
What to do if you are still unhappy
If you feel your complaint has not been satisfactorily dealt with, you have the option to put your
concerns directly, in writing, to the
The Property Ombudsman
4 Bridge Street
Sure2Let takes every complaint and suggestion seriously. We systematically record the complaints received
and the subsequent action taken. The number of complaints, their nature, and the speed with which they are
dealt with are all monitored