Complaints Procedure
Personal Economy Lettings have one mission regarding looking after your rental properties, we pride ourselves in our endeavours to offer the level of service and communication that we ourselves would be happy to receive in today’s world of high expectations. We strive to deliver a first-class service and ensure that you are completely satisfied with our service. However, we understand that sometimes things may not go as expected.
If you feel that we have fallen short of our standards, we are committed to addressing your concerns as quickly as possible as we would obviously like to resolve any issues or misunderstandings as we would love to keep you as one of our valued clients. We hereby set out a step by step guide on how to proceed.
Step One – Initial Contact
Start by calling the person who has been your primary contact at Personal Economy Lettings. Explain your dissatisfaction and try to resolve the issue directly with them. Most complaints can be settled through an honest conversation.
Escalation
If you remain unhappy after speaking with the primary contact, you can escalate your complaint by writing to:
Lisa Bailey @ Personal Economy Lettings
Hanham Hall, Whittucks Road, Bristol BS15 3FR
Email: lisa@personaleconomylettings.co.uk
Please include the following information in your complaint:
- An outline of your complaint and why you feel we have fallen short of our first-class service.
- What you would like us to do to resolve it.
- Any specific details that would assist us in resolving your complaint.
- Dates and times of incidents.
- Contact details used in your communication with us.
- Any supporting documents.
Our Response – Acknowledgement and Investigation
- Acknowledgement: You will receive an acknowledgement of receipt of your complaint within 3 working days.
- Response: Within 10 working days of acknowledgement, you will receive a full response.
- Extended Timeframe: If we are unable to resolve the matter within 10 working days, we will explain the reasons and provide an estimated response time.
Our Final Response
After our final written response, we may consider the complaint closed. If we deem the matter closed, we reserve the right not to enter into further correspondence.
External Resolution
If you are still dissatisfied after exhausting our internal complaints procedure, you can refer your complaint to the Property Redress Scheme (PRS).
Property Redress Scheme
Limelight, 1st Floor, Studio 3, Elstree Way,
Borehamwood, Hertfordshire WD6 1JH
T: 0333 321 9418
E: info@propertyredress.co.uk
W: www.propertyredress.co.uk
You can also fill out a Complaints Form on their website.
Propertymark
We are also members of Propertymark who can investigate complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules.
Once in receipt of the PR review, you have 6 months in which to refer your complaint to Propertymark.
Propertymark
Arbon House, 6 Tournament Court, Edgehill Drive,
Warwick, CV34 6LG
T: 01926 496 791
E: complaints@propertymark.co.uk
W: www.propertymark.co.uk
Important Notices
Personal Economy Lettings is a trading name of My Personal Economy Ltd, registered in England & Wales (Reg No: 12081485). Registered Address: Hanham Hall, Whittucks Road, Bristol BS15 3FR
- We are members of the dispute and compensation scheme operated by Property Redress (Registration No: PRS043062).
- Our agency is a registered member of Propertymark (Agent No: M00010333 / Client Money Protection Scheme Ref: C0140443).
- ICO Registration Number: ZB678695 (www.ico.org.uk).
- HMRC Anti Money Laundering (AML) Scheme No: XCML00000202389.
