Complaints procedure.

1. Our Commitment

Future Let Property Management is committed to providing a professional, courteous and efficient service to all customers. We recognise that, from time to time, things may not go as expected. Where this happens, we welcome feedback and will investigate all complaints fairly, impartially and promptly.

We view complaints as an opportunity to improve our service and continually review our procedures to ensure we maintain the highest standards.

2. What is a Complaint?

A complaint is an expression of dissatisfaction, whether justified or not, regarding the standard of service, actions or lack of action by Future Let Property Management or one of its employees.

This procedure applies to complaints received from landlords, tenants, applicants, buyers, sellers, contractors and other customers.

3. How to Make a Complaint

Complaints should be submitted in writing wherever possible.

Email: info@futurelet.com Post: Future Let Property Management, 52 Market Street, Old Harlow, Essex, CM17 0AQ

To help us investigate your complaint as quickly as possible, please include:

• Your full name
• Your contact details
• The property address (where applicable)
• Details of your complaint
• Copies of any relevant documents or correspondence
• The outcome you are seeking

4. Stage One Investigation

We will acknowledge receipt of your complaint within three working days.

Our acknowledgement will confirm:

• That your complaint has been received;
• The person responsible for investigating the matter; and
• If necessary, any further information required to assist with the investigation.

The complaint will be investigated fairly and impartially by a member of management.

During our investigation we may review correspondence, tenancy records, agreements, inspection reports, financial records or any other information relevant to the complaint. We aim to provide our full written response within 15 working days of receiving your complaint.

Where additional time is required due to the complexity of the matter, we will explain the reason for the delay and provide an updated timescale.

5. Stage Two Review

If you remain dissatisfied with our Stage One response, you may request that your complaint is reviewed.

Where reasonably practicable, the review will be carried out by a Director or senior manager who has not previously been involved in the matter.

Following our review, we will issue a Final Viewpoint Letter within 15 working days. This letter represents the conclusion of our internal complaints procedure.

6. The Property Ombudsman

If you remain dissatisfied after receiving our Final Viewpoint Letter, or if more than eight weeks have elapsed since your complaint was first made and it has not been resolved, you may refer your complaint to:

The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL.

Telephone: 01722 333306 Email: admin@tpos.co.uk Website: www.tpos.co.uk

Complaints should normally be referred to The Property Ombudsman within 12 months of receiving our Final Viewpoint Letter.

7. Propertymark conduct complaints

If you remain dissatisfied after completing our internal complaints procedure and believe there has been a breach of Propertymark’s Conduct and Membership Rules, you may also raise a conduct complaint with Propertymark. Propertymark may ask for evidence that you have completed our internal procedure and may direct you to The Property Ombudsman for redress. Propertymark’s role is disciplinary: it examines a member’s professional conduct under its rules and disciplinary procedures. It does not award compensation or resolve an individual dispute. Any sanction it imposes may therefore benefit you only as a matter of principle. Email: compliance@propertymark.co.uk Website: www.propertymark.co.uk/professional-standards/complaints.html Telephone: 01926 496 800

8. Confidentiality

All complaints will be handled confidentially and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Information relating to your complaint will only be shared where necessary to investigate the matter or where required by law.