1LET Customer Complaints Policy

1LET seek to conduct their business in line with professional standards and adopt best practice procedures at all times. Any form of complaint (including complaints made against third-party contractors) is therefore taken very seriously and seen as an opportunity to improve systems, learning processes and identify positive outcomes wherever possible. The company’s complaints procedure is designed to deal with issues vigorously and in a timely fashion.

Level 1
In the first instance all issues should be raised with the responsible member of staff and/or the member of staff to whom the complaint directly relates. 1LET staff members will always confirm receipt of any complaint within 5 working days and aim to offer a resolution as quickly as possible in a professional manner with the minimal amount of fuss. The vast majority of issues can be brought to a satisfactory conclusion in this manner.

Level 2
If the complainant remains unsatisfied with the outcome, a formal complaint can be made in writing to the Lettings Director at 1LET. The formal complaint should be identified as such and detail the specific nature of the complaint and contain all relevant information. A formal acknowledgement will be issued in writing within 5 working days of receipt of the formal complaint. Under normal circumstance, a formal response will also be issued in writing post full internal investigation within 10 working days of receipt of the formal complaint.

Note: for the avoidance of doubt, a written Formal Complaint, Formal Acknowledgement and Formal Response shall be seen to include email communication where any of these terms are used.

There may occasionally be circumstances outwith our control which prevent us from adhering to this timeframe. These include: -

• when the office is closed for public holidays;
• where adverse weather or sickness has led to staff shortages;
• where we cannot respond in full without the input of a third party (e.g. contractor, landlord, tenant) who is not available;
• where we cannot respond in full without visiting the rental property and the tenant is restricting access;
• where we cannot respond in full without the input of a key member of staff who is not available.

We will contact you if we are unable to respond within this timeframe and let you know when we aim to respond by.

Level 3
If the written response from 1LET does not conclude the matter to the reasonable satisfaction of the complainant, the complaint may be raised to Level 3 – External Adjudication.

1LET shall cooperate fully with all formally recognised and professionally conducted External Adjudication processes. 1LET reserve the right to seek external professional assistance and representation where appropriate.

You may apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above stages have been exhausted, or if we do not process your complaint within a reasonable timescale. You can contact the Housing & Property Chamber at: -

4th floor
1 Atlantic Quay
45 Robertson Street
G2 8JB
0141 3025900

1LET is subject to the Letting Agent Code of Practice (Scotland) Regulations 2016, which can be found at http://www.legislation.gov.uk/ssi/2016/133/schedule/made.

In accordance with the code we will retain (in electronic or paper form) all correspondence about a complaint for five years.

Other Complaints Procedures
1LET are members of and are regulated by the Association of Residential Letting Agents (ARLA Propertymark) run by the National Federation of Property Professionals (NFOPP) and The Property Ombudsman. 1LET is also a member of the Council of Letting Agents and you may invoke their complaints procedure if your remain dissatisfied with the first 3 stages. Complainants can approach these or any other consumer protection body at any time but should comply with the company’s internal complaints procedure in the first instance.

Industry Related 1LET Members Organisations:

General advice Organisations