At Proud Lettings we pride ourselves on excellent customer service to all landlords and tenants and believe that providing the highest standards of service and support is the most important aspect of the business.

We are sorry you feel these standards have not been met, we would like to hear from you and hopefully put it right.

For us to resolve a complaint as quickly and efficiently as possible, we’ve outlined a simple three stage complaints procedure.

Stage 1

The initial complaint is to be directed in writing . In most circumstances, we believe complaints can be resolved efficiently between both parties without the requirement to escalate the complaint further.

Please allow 7 working days for the complaint to be acknowledged by the member of staff, and 14 working days for the complaint to be resolved from the date initially raised.

Stage 2

If you feel we have not resolved the initial complaint within 14 working days from the date initially raised, then please email us to explain why you feel that way and suggest how you would like this resolved. Again, please allow 14 working days for us to consider your reasons and respond.

Stage 3

If you feel your complaint has not been resolved by Proud Lettings, and you remain unsatisfied with the outcome, then you can contact the Property Redress Scheme for a third party independent review.

For the complaint to be considered by the Property Redress Scheme the following set of criteria must be met by the complainant:

1-     The Agent/Professional must be a Member of the Property Redress Scheme - check the ‘Member List’.

2-     The Complainant must show that a formal written complaint has been sent to the Member within 12 months of the incident related to the complaint occurring.

3-     The Complainant has allowed a minimum of 8 weeks for the Member to investigate the matter and respond fully.

4-     After the Member’s final response to the complaint or after the Complainant has waited 8 weeks from sending the complaint letter and the Complainant has not received a response, a complaint can be referred within 12 months of the formal letter of complaint being sent to the Member.