Complaints

WR Lettings – Complaints Handling Procedure

At WR Lettings, we are committed to providing a professional service to all our clients and customers. However, if something goes wrong, we want to resolve the matter swiftly and professionally. Addressing concerns promptly helps us maintain and improve our high standards.

We will, where appropriate, make reasonable adjustments for consumers who may be disadvantaged due to factors such as age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement, or if English is not their first language.

If you have a complaint, please put it in writing, providing as much detail as possible. We will respond according to the timeframes below. If you feel we have not addressed your complaint within eight weeks, you may be able to refer your complaint to The Property Ombudsman (TPO) before we issue our final viewpoint.

What Happens Next?

  1. Acknowledgment of Complaint
    • Timeframe: We will send you written acknowledgment within 3 working days of receiving your complaint. A copy of this complaints handling procedure will also be enclosed for your reference.
  2. Investigation of Complaint
    • Your complaint will be thoroughly investigated. This will normally be conducted by the Office Manager or a senior member of staff who was not directly involved in the matter.
    • Outcome: A formal written outcome of the investigation will be sent to you within 15 working days of receiving your complaint. This will detail the findings and any resolution where applicable.
  3. Escalation for Review
    • If you are dissatisfied with the response at this stage, you may contact us again to request a separate review by a senior member of staff, who has not been previously involved in handling your complaint.
    • Outcome: You will receive a written response with the findings of this review within 15 working days of your request.
  4. Final Viewpoint and Referral to The Property Ombudsman
    • If you remain unsatisfied with our final viewpoint or if more than 8 weeks have passed since you first submitted your complaint and it has not been resolved, you have the right to request an independent review by The Property Ombudsman without charge.
    • Contact details for The Property Ombudsman:The Property Ombudsman
      Milford House, 43-55 Milford Street
      Salisbury, Wiltshire SP1 2BP
      Tel: 01722 333306
      Email: admin@tpos.co.uk
      Website: 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. You should also include any evidence you wish to provide to support your case.
  • TPO requires that all complaints go through this in-house complaints procedure before being submitted for an independent review.

Our Commitment

At WR Lettings, we take all complaints seriously and are committed to:

  • Handling complaints fairly and impartially. Each complaint is treated with respect, and we aim to provide a swift and fair resolution.
  • Not impacting future dealings with WR Lettings. Providing feedback will have no negative implications on any future dealings you may have with us.
  • Acknowledging our mistakes. Where errors occur, we will apologize, explain what happened, and make every effort to put things right.
  • Improving our processes. We continuously review our practices to ensure mistakes are not repeated in the future.

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