Complaints

Aberletting aims to provide a professional, helpful and reliable service to all tenants, landlords and customers. However, if you are unhappy with any part of the service you have received, we want to know so that we can investigate the matter properly and try to resolve it.

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This Complaints Policy explains how to make a complaint, what happens after we receive it, and how you can escalate your complaint if you are not satisfied with our response.

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1. How to make a complaint

If you have a complaint about any part of the service provided by Aberletting, please contact us in writing by letter or email.

Please include as much detail as possible, including:

• your full name

• your contact details

• the property address, if relevant

• a clear description of your complaint

• any relevant dates, emails, documents or supporting information

• what outcome you are hoping for

Complaints should be sent to:

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Email: lotty@aberletting.com

2. Acknowledging your complaint

We will acknowledge receipt of your complaint in writing within 3 working days of receiving it.

Our acknowledgement will confirm that your complaint has been received and explain the next stage of the process.

3. Investigating your complaint

Your complaint will be passed to the appropriate person within Aberletting to investigate.

They will review the information you have provided, check any relevant records and speak to any staff members or third parties involved where necessary.

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If your complaint relates directly to the person who would normally investigate it, the complaint will be referred to another suitable person to review.

4. Our response

Once your complaint has been investigated, we will send you a written response within 10 working days of sending our acknowledgement letter or email.

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Our response will explain our findings and, where appropriate, set out any action we propose to take to resolve the matter.

If we need more time to investigate your complaint, we will let you know as soon as possible and explain the reason for the delay.

5. If you are unhappy with our response

If you are not satisfied with our response, please contact us again in writing and explain why you remain unhappy.

At this stage, we may offer to arrange a meeting or further discussion at a mutually convenient time. This may take place in person, by telephone or by video call, depending on what is most appropriate.

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If a meeting takes place, we will write to you within 5 working days of the meeting to confirm what was discussed and any agreed actions.

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If you do not want a meeting, or are unable to attend one, you can reply in writing setting out the issues you still dispute.

6. Final review

If the matter remains unresolved, your complaint will be reviewed again by a senior or independent person where appropriate.

They will consider the complaint, the information already provided, our previous response and any further points you have raised.

We will then send you a final written response within 14 working days of receiving your further written comments, unless we have informed you that more time is needed.

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Our final response will explain Aberletting’s position and any final offer or action we are prepared to take.

7. Referring your complaint to a redress scheme

If you remain dissatisfied after receiving our final written response, or if eight weeks have passed since you first made your written complaint and the matter has not been resolved, you may be able to refer your complaint to an approved redress scheme.

The Property Redress Scheme states that consumers should first write to the agent and allow the agent up to eight weeks to investigate and respond before raising a complaint with them. It also states that if you remain unhappy, you should contact them within 12 months of your last communication with the agent about the issue. 

Property Redress Scheme

Website: www.propertyredress.co.uk
Telephone: 0333 321 9418

Please note that you will usually need to have completed our internal complaints procedure before the Property Redress Scheme will consider your complaint.

8. Delays

If there is any delay in meeting the timescales set out above, we will let you know as soon as possible. We will explain the reason for the delay and provide a revised timescale.