Complaints Procedure

At Belgravia Lettings, we strive to provide excellent service to our clients. However, we understand that there may be instances where concerns or complaints arise. We take all complaints seriously and have established a clear procedure to address and resolve any issues that may arise.
 

1. Initial Contact:
If you have a complaint, we encourage you to first contact our office directly. You can do this by phone, email, or in person. Our staff will listen attentively to your concerns and aim to resolve the issue promptly. Please provide as much detail as possible about the complaint, including dates, names of individuals involved, and any supporting documentation.
 

2. Complaint Acknowledgement:
Upon receiving your complaint, your complaint will be acknowledged in writing within 72 hours. We will provide you with a reference number and the name of the person handling your complaint. This person will be your main point of contact throughout the resolution process.
 

3. Investigation and Resolution:
Our team will thoroughly investigate your complaint, reviewing any relevant records, documents, or communication. We may also need to speak with involved parties to gather additional information. We aim to resolve complaints as quickly as possible, with a maximum of 15 working days for a formal response to be provided to you.
 

4. Communication:
Throughout the investigation and resolution process, we will maintain open lines of communication with you. We will provide updates on the status of your complaint and inform you of any actions taken or proposed resolutions. We are committed to addressing your concerns in a transparent and timely manner.
 

5. Final Response:
Once the investigation is complete, we will provide you with a final response detailing our findings and any proposed resolutions. This response will be provided in writing and will include information on any further steps you can take if you are not satisfied with the outcome.
 

6. Escalation:
Please note that Belgravia Lettings is a member of The Property Redress Scheme. If you are not satisfied with the final response, you have the option to escalate your complaint to The Property Redress Scheme. Their details are provided below for your records.

Website: Home Page (theprs.co.uk)

Email: info@theprs.co.uk

Telephone: 0333 321 9418

Address: Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH.

You have 12 months from the date of our company final viewpoint to refer the matter to The Property Redress Scheme.
 

We are committed to continuously improving our services, and your feedback is valuable to us. We appreciate your cooperation in following this complaints procedure, as it allows us to address any concerns effectively and maintain high standards of service.
 

If you have any further questions or require clarification on any aspect of this procedure, please do not hesitate to contact us.
 

Belgravia Lettings
info@belgravialettings.co.uk