COMPLAINTS PROCEDURE

At Simply Lettings, we aim to provide the highest standard of customer service, however in order to ensure that your interests are safeguarded we have established a complaints procedure for you to follow:

1. Initial Complaint

If you believe you have a grievance, please write in the first instance to the Complaints Manager. Ensure you provide copies of any supporting evidence.

Write to: FAO Complaints Manager, Simply Lettings, 29 Harrogate Road, Leeds, LS7 3PD

Email: [email protected]

She will acknowledge your complaint within 3 working days of the receipt of it, and your complaint will be investigated thoroughly in accordance with our in-house procedures. A reply will be sent to the complainant within 14 working days of receipt of the complaint.

2. Formal Complaint

If, for any reason you remain dissatisfied, you then have the opportunity to appeal to the company director.

Write to: David Bradley, Simply Lettings, 29 Harrogate Road, Leeds, LS7 3PD

Email: [email protected]

He will review the complaint independently and will provide you with the final viewpoint letter which will state the outcome of the investigation, and what we propose to do to resolve the issue if we have made a mistake. This will be sent to the complainant within 21 working days of him receiving your formal complaint.

3. Ombudsman Services Review

If you still remain dissatisfied at this point, or if your complaint has not been resolved within 8 weeks since it was received, you may take your complaint to the Ombudsman Services. For further details please visit www.ombudsman-services.org.