Bespoke Lettings & Management Complaints Procedure

Bespoke Lettings & Management Ltd aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.

In order to ensure our services, remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with Bespoke Letting & Management Ltd.

If you are not happy with any aspect of Bespoke Lettings & Management Ltd please tell us. Please speak to the relevant member of staff as it is sometimes better to tell them directly. If you feel this is difficult or inappropriate, then speak to the staff member's Director.

Often, we will be able to give you a response straight away. When the matter is more complicated, we will give you at least an initial response within five working days. 

Make a written complaint if you are not satisfied with our response or wish to raise the matter more formally, please write to the Director. (If your complaint is about the Director), please write to the alternative Director – details will be supplied on request.)

All written complaints will be logged. You will receive a written acknowledgement within three working days.

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded and you are not satisfied please contact our redress scheme, The Property Ombudsmen - www.tpos.co.uk/01722333306 who will deal with your complaint.

Bespoke Lettings & Management Ltd are member of The Property Ombudsman (TPO) and subscribe to their code of practice for Letting Agents as well as being a licensed member of ARLA.  Both of these memberships ensure we offer a professional service of the highest standard.

   


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