Complaints Procedure

Residential Lettings and Property Management – Making a Complaint

Information for Customers

We are a member of The Property Ombudsman Service (TPOS) and we aim to provide the
highest standards of service to all our Residential Lettings and Property Management customers. To
ensure that your interests are safeguarded, we have put into place a complaints process which we will
follow in dealing with your complaint. Our aim is to handle any issues or concerns as quickly as possible; to
achieve this, we will, wherever we can, try and resolve your complaint at branch level.
Stage One – Initial Review
We receive very few complaints; however, we understand that sometimes things don’t go exactly to plan
and can occasionally go wrong. If this becomes the case, we would prefer that you try to resolve the
situation with the member of our team you have been dealing with
We request that you send a written summary of your complaint to the office address or email address if
we are unable to resolve within the first 3 working days of you making us aware of your complaint. We will
provide you with a written response within 10 working days of receiving your complaint in writing.
Stage Two – Appeal
Should this remain outstanding, or if you remain dissatisfied with any aspect of our handling of your
complaint, then please write to us at our office address or email address and let us know your reasons for
your appeal against the decision
Within 15 working days from receipt of your letter, we will set out in writing to you our findings and
recommendations as a ‘final viewpoint’ on how we believe your complaint can be resolved.
Stage 3 – The Property Ombudsman
After you have received a response from us regarding your appeal and if you are not satisfied with his
proposed resolution, you may approach The Property Ombudsman Ltd @ Milford House, 43-55 Milford
Street, Salisbury Wiltshire SP1 2BP Tel 01722 333 306. Details of how to do this are contained within the
final view point letter alongside a link to the The Property Ombudsman Service (TPOS) consumer guide at
Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within
12 months of the date of our final viewpoint letter. It is also important to note that The Property
Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure is

Key4lets ltd Registered Address 11 Defender Court Sunderland SR5 3PE Tel 0191 5489291