What can I do if I am not satisfied with the service I have received?

Whilst we are committed to providing a quality service, we acknowledge that on occasions things can go wrong.

Most complaints stem from a lack of communication, in that either we misunderstand your instructions or customers misunderstand the service we provide. Firstly we would encourage you to discuss any problems verbally and informally with a member of staff, over the phone or in our office. Should we not be able to satisfy your complaint then we ask you contact the manager at the office and arrange a suitable time for a meeting where your complaint can be heard further and rectified to your satisfaction.

Alternatively you may put your complaint in writing addressed to the manager and include in the letter:

  • Your name address and daytime contact number
  • Details of the issue you are having and a clear description of what you think is wrong
  • Details of what you would like to be done to satisfy your complaint

An acknowledge of complaint will be given within 3 working days of receipt of you letter. Within 21 days a full internal investigation will take place to find out what exactly has gone wrong and what steps will be taken to rectify the matter. You will be provided with a response and it is hoped that we will resolve the matter in full to your satisfaction.

If you are still not satisfied with your response you may contact the Ombudsman:

The Property Ombudsman
Milford House,
43 - 55 Milford Street,
Salisbury,
Wiltshire
SP1 2BP
Tel No: 01722 333306
www.tpos.co.uk
This is a free service.

Brooks and Green Lettings ltd and Let me now Ltd are registered with the property redress scheme. The same above procedure still applies for both companies but if you are still not satisfied with your response you may contact:

Property Redress Scheme
Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH
0333 321 9418