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 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 any complaint within 1 full working day and aim to offer a resolution within 2 full working days 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 3 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 7 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.

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.

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. 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.

You can also apply to the First-Tier Tribunal (Property Chamber - Residential Property) if you remain dissatisfied after exhausting our complaints process or if we have not processed your complaint within the stated timescales. Please visit https://www.gov.uk/housing-tribunals for more information. 

Industry Related 1LET Members Organisations:

General advice Organisations