Complaints Procedure – Non-National Code Properties
At Rengen Lettings, we are committed to providing a high standard of service to all our tenants and website users. However, we understand that sometimes things can go wrong. If you have a complaint, we want to hear from you so that we can address the issue and improve our service.
How to Make a Complaint
If you would like to make a complaint, please email us at: info@rengenlettings.co.uk
Please include the following in your email:
- Your full name
- Contact details
- The nature of your complaint
- Any relevant dates or supporting information
Raising a complaint in confidence. If you would prefer to raise a matter confidentially, you can ask us to treat your complaint in confidence and we will restrict it to only those who need to see it in order to investigate. Mark your email or letter “in confidence”, or ask for it to be sent directly to a senior manager. Where a complaint concerns the conduct of a member of staff, that person will take no part in considering or responding to it.
What Happens Next
Acknowledgement: We will acknowledge receipt of your complaint within 48 hours (excluding weekends and bank holidays).
Full Response: We aim to provide a full response within 14 days. If your issue is complex and requires more time to investigate, we will keep you updated on the progress and let you know when you can expect a final response.
Further Action
If you are not satisfied with the outcome of your complaint, you may request for it to be escalated for further review. Details of how to do this will be included in our response.
