Complaints Procedure

Greatlets is committed to providing a high standard of service to all landlords, tenants, and clients. If you are unhappy with any aspect of our service, please let us know so we can put things right.

Greatlets  is a member of Safeagent for Client Money Protection and The Property Ombudsman Property Redress Scheme for independent redress.

Stage 1

Please submit your complaint in writing (by letter or email) to:

Mr. S. Dhesi  Office Manager

Greatlets

39 York Road

Northampton

NN1 5QJ

Email: info@greatlets.co.uk

Please give as much detail as possible, including any relevant dates, names, and supporting documents.

-We will acknowledge your complaint in writing within 5 working days of receipt.

- We will investigate the matter and provide a full written response within 15 working days of the acknowledgement.

- If we need longer, we will explain why and give a revised timescale.

Stage Two

If you remain dissatisfied after our Stage One response, you may ask for the matter to be reviewed by:

Mr S . Parrott Director of Greatlets

Please write within 6 months of the Stage One outcome, explaining why you are not satisfied.

- We will acknowledge your Stage Two complaint within 5 working days

- We will issue a final written response, known as our Final Viewpoint Letter, within 15 working days**.

Stage Three — Independent Redress

If you are still not satisfied, or if 8 weeks have passed since you first complained, you may refer your complaint to our independent redress scheme, free of charge:

The Property Ombudsman  Property Redress Scheme]**

Umit 159756

PO Box 7169

Poole

BH15 9EL

T  01722 333306

www.tpos.co.uk

You must refer your complaint within 12 months of our Final Viewpoint Letter. The redress scheme’s decision may be binding on us but is not binding on you.

 Complaints About Client Money

If your complaint relates to the handling or protection of client money, you may also contact our Client Money Protection scheme provider directly:

Safeagent OR Client Money Protect which is in progress of setting up

Cheltenham Office Park,

Hatherley Lane,

Cheltenham,

GL51 6SH

T: 01242 581712

Email: fliss.ellis@safeagents.co.uk

A copy of our CMP membership certificate is displayed at our office at 39 York Road Northampton NN1 5QJ and is available free of charge on request.