This procedure covers our internal complaints process. Details of the approved property redress scheme and escalation route will be added once S6 Lettings’ membership is confirmed.
1. Tell us what happened
Please email harryshoebridge@gmail.com with the subject “Formal complaint”, or call 07469 200383. Include your name, property address, what happened, relevant dates, who you dealt with and the outcome you are seeking.
2. Acknowledgement
We aim to acknowledge a formal complaint within three working days and confirm who is reviewing it. If information is missing, we may ask for it before completing the review.
3. Investigation and response
We will review relevant records, speak with the people involved where appropriate and provide a written response. We aim to do this within 15 working days. If more time is reasonably needed, we will explain why and provide an updated date.
4. Internal review
If you remain unhappy, ask for an internal review within 10 working days of our response and explain what you believe has not been resolved. A person not responsible for the original response will review it where reasonably possible.
5. Independent escalation
Once our approved redress-scheme membership is confirmed, this page will identify the scheme, its contact details and the circumstances and time limit for escalating an unresolved complaint. We will also provide those details in our final response.
Fair treatment
Making a complaint will not affect the standard of service you receive. We may make reasonable adjustments to help you use this process.