Complaints and Compliments
At Leydon Lettings, customers and clients will receive a positive and professional service. However, occasionally, there are times when you might not feel this is the case. If your expectations are not being met, or you think we can do better, tell us. We are always looking to improve our service, but to do so, we need to know where we can improve.
If you have a complaint, please put this in writing (by letter or email). We will then acknowledge and respond in line with the timescales and stages below.
How to register a complaint
Stage 1 – Your Complaint
Please put your complaint in writing, either by letter or email and address it to our office manager. Please include as much detail as possible, including dates and names of any members of staff you've dealt with, and where able, enclose/attach any supporting evidence.
49-50 Castle Street
Stage 2 – Our Acknowledgement
Your complaint will be acknowledged and we will start our in-house complaints process within 3 days of receiving your complaint.
Stage 3 – Our Investigation
Your complaint will be investigated and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate within 15 days of receiving your complaint.
Stage 4 – Further Investigation
If you remain dissatisfied, please inform us and we will undertake a prompt and detached review by a member of staff not involved in the transaction. We will then issue a written statement expressing our final viewpoint.
Stage 5 – The Property Ombudsman
Should you remain dissatisfied after receiving our final viewpoint letter you can refer your complaint to the Ombudsman within 12 months of receiving our final viewpoint letter:
The Property Ombudsman
43-55 Milford Street
For more information please read the TPO’s and Ombudsman Services’ Consumer Guide.
If we have not addressed your complaint within 8 weeks, you can refer your complaint to the Ombudsman.
No charge will be made for any complaint we handle.
“How we respond to complaints distinguishes our professionalism. We invite all feedback, good or bad – this sharpens our desire to excel.”
– Bob Leydon (Owner and Director)
Most problems are readily resolved between two reasonable people with action or explanation.
Last updated: 12 September 2023