ROYSTON & LUND LETTINGS AGENTS - COMPLAINTS PROCEDURE
As a company accredited by Association Residential Lettings Agents, National Approved Lettings Scheme and a member of the Property Ombudsman scheme we aim to provide the highest standard of service to all our landlords and tenants, but to ensure that your interests are safeguarded we offer the following procedure.
1. If you believe you have a grievance, please write in the first instance to Mrs F Longhurst at Royston & Lund Lettings, 3 Fountain Court, Gordon Road, West Bridgford, Nottingham. NG2 5LN.
2. The grievance will be acknowledged within 4 working days and then investigated thoroughly in accordance with established “in-house” procedures. A formal written outcome of the complaint will be sent to you within 21 days. If we require longer than this timescale we will advise you in writing and confirm our revised response date.
3. If you remain dissatisfied with the result of the internal investigation, please contact Mrs S Caine who will review the complaint.
4. Following the conclusion of our in-house review, we will write to you with a final written statement.
5. If you are dissatisfied with the conclusion of the in-house review of the complaint, you can refer the matter to the Property Ombudsman, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP. Telephone 01722 335458.
Last updated at 1:39 PM 15/09/2015 by Stephanie Caine