Complaints

IN-HOUSE COMPLAINTS PROCEDURE

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. 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 Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within 3 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:

  • 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:

Proud members of the Property Ombudsman Scheme

The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd Milford House 43-45 Milford Street Salisbury Wiltshire SP1 2BP 01722 333 306 www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.


4.93 out of 5
based on 480 reviews
27th March 2024
Judith Cameron said:
Dealing with Adil, Usman and their team is always a pleasure and we're delighted to see Lets Rent grow from strength to strength.
15th January 2024
BRACE duo said:
It was a pleasure to liaise with Usman at Lets Rent and to have my party wall fence secured by your maintenance service. He was quick, polite and efficient in dealing with my request .
29th November 2023
MaryLawrencia Owusu said:
TO UZMAN I SAY THANK YOU FOR MAKING MY STAY COMFORTABLE..THANK YOU
1st March 2023
Abid Hussain said:
Very good Lettings company and polite friendly service on the telephone. I would recommend checking out Let’s Rent before other property agents.
21st February 2023
Jacqueline Graham said:
Re: Usman Ayub – Lets Rent Letting & Management Prior to meeting Usman, the experience in trying to rent property in Bristol for over 6 months was demoralising. A Let's Rent representative (Seb) contacted me by phone to say they'd managed to alter a few appointments for the viewing & I would be me by Usman. He was punctual & informative throughout prior to our entrance to the building. He informed me of the layout, security & access which therefore covered all the H&S criteria in case there was an issue. Once the viewing was over, Usman assured me that he will send over the documents via email for me to complete, which was actioned without delay. Throughout the legal itinerary & required information, he kept me informed which enabled me to clear up some issues the automated system rejected unbeknownst to me. Usman is a valid member of the team and the functionality of this business benefits with him as a valid member.
12th September 2022
Sam Price said:
Seb's been a great help throughout our tenancy with lets rent. He's managed to keep us informed and up to date on our ongoing maintenance during the year. He's very professional and undoubtedly will have a great future career.
7th September 2022
Sue Gunning said:
Brilliant!! Stress free, will go lets rent everytime,very polite and kept us informed off every veiwing and smoothly it all went.
31st August 2022
Michael Maxwell said:
Really genuine and nice employees. They have been great in communicating with all requests promptly and ensuring we get a great service.
31st August 2022
Richard Lewis said:
Thank you for all your efforts over the years! it cannot be understated how important your support has been to making this bearable!
31st August 2022
Tom leng said:
Adil and the team are fantastic. Professional and personable and always available. You couldn't ask for much more, I've recommended to friends and family.