Complaints procedure

Telling us about a problem

Raise a complaint by email to office@wolsleyletting.com. Please include the property address, the tenancy or instruction it relates to, what happened and when, and what you would like us to do about it. If it is easier, telephone us first and then send the details in writing so we have a record.

Complaints can be made by tenants, landlords, letting agents, contractors and anyone else we deal with. We do not charge for handling a complaint.

What happens next

• We acknowledge your complaint within 3 working days.
• We look into it and give you a written answer within 28 working days. If it needs longer, we tell you why and give a new date.
• The person dealing with the complaint is not the person who caused the problem, where that is possible.
• We keep a record of the complaint, what we found and what we did, so we can spot recurring problems and put them right.

What we can do

Depending on the outcome we may apologise, correct a record or certificate date, refund a charge that should not have been made, pay for something we should have arranged, or offer a reasonable goodwill payment. Where a complaint shows a process has failed, we change the process rather than only fixing the single case.

If you remain unhappy

Once we have finished our investigation, you can ask for the complaint to be reviewed by a property redress scheme. Wolsley Lettings confirms in writing at the start of every letting or management instruction which government-approved redress scheme we belong to, together with its contact details and our membership number, and those details are also available by asking us at office@wolsleyletting.com. A redress scheme can look at complaints about letting agency work and can usually award compensation up to its published limit.

Deposit disputes between a tenant and a landlord are handled by the deposit protection scheme holding the deposit, not by us. If a deposit has been protected, the scheme’s free dispute service decides who the money should go to.

Other help

• Shelter England gives free housing advice to tenants.
• Citizens Advice can help with a complaint about fees, deposits or repairs.
• Trading Standards can be contacted about unfair or misleading practices.

Fair treatment

Making a complaint will not affect the service you receive, your tenancy or your instruction. We will not use your complaint against you, and we will not pass it on without telling you first unless we have to.