Complaints Handling

📄 Rooms to Let North East Ltd – Complaints Handling Procedure

At Rooms to Let North East, we are committed to providing a high standard of service. Sometimes things don’t go to plan, and when they don’t, we want you to tell us. Your feedback helps us improve our services.

1. Informal Resolution

  • If something goes wrong, please tell the staff member you usually deal with.

  • They will try to resolve the issue immediately.

  • If they need time to investigate, they will explain why and give you an expected timeframe.

2. Making a Formal Complaint

If the matter is not resolved to your satisfaction, you can submit a formal complaint.

How to submit your complaint:

Please include as much detail as possible, such as:

  • Your name and contact details

  • Your relationship to the property

  • The full address of the tenancy property

  • The aspect of our service you are complaining about

  • How you would like the matter resolved

If you cannot put your complaint in writing, contact us and we will document it for you. You may also ask someone to help you submit your complaint.

3. Acknowledgement and Investigation

  • We will acknowledge receipt of your complaint within 3 working days, enclosing a copy of this procedure.

  • Your complaint will be investigated, and a formal written outcome will be sent within 15 working days of the acknowledgement.

  • If more time is needed, we will explain why and provide a revised timescale.

4. Requesting a Review

  • If you are still not satisfied with the outcome, contact us to request a review by a more senior member of staff.

  • We will respond within 15 working days of your request, confirming our final viewpoint.

  • If more time is required, we will inform you of the reason.

5. Independent Review

  • If you remain dissatisfied after our review, you can contact:

PRS – Property Redress Scheme

Propertymark

Important:

  • Complaints must be submitted to the PRS within 12 months of receiving our final viewpoint.

  • The PRS requires that all complaints are addressed through our in-house complaints procedure first.