Complaints

Introduction

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:

Sure2Let.co.uk Ltd
47 Church Lane
London
N8 7BT

Tel: 020 8348 9192

Email: secretary@sure2let.net

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 commence nvestigation.

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
Beckett House
4 Bridge Street
Salisbury
Wiltshire
SP1 2LX

And finally...

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