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Chris Shorey Lettings Ltd. Complaints Procedure
Internal Complaints Procedure Residential Lettings and Management
This information should be read in conjunction with our 'Resolving complaints' information. If you urgently wish to received a copy, please contact the office.
Membership of ARLA
As a member of the Association of Residential Letting Agents (ARLA), we aim to provide the highest standard of service to all our landlords and tenants in line with the ARLA Code of Practice.
One of the requirements of our membership with ARLA is that we have a process for assessing complaints about our service appropriate to our firm’s size and structure.
Process to follow
All branch staff will deal with normal day to day problems on a one to one basis (usually through our maintenance communication system) and will endeavour to resolve any issues as promptly as possible. However, once a formal complaint as such has been raised, i.e.
“I am not satisfied with the standard of your work/conduct/behaviour etc and I wish to make a formal complaint”
Then at that stage you will be requested to put your complaint in writing, setting out your concerns by referring to any related documents, terms of business, tenancy agreement, inventory, ticket system information etc and send it to 'Complaints' at the address below. Alternatively, you could use the ticket system creating a ticket called:
“I am not satisfied with the standard of your work/conduct/behaviour etc and I wish to make a formal complaint”
The grievance letter/ticket will be acknowledged promptly, investigated in accordance with established in- house procedures and a reply sent to you within ten working days of receipt of the original letter/ticket.
You will at that time, be invited to make any comments that you may have in relation to the response you received.
Not satisfied?
Subsequently, if you remain dissatisfied with the way we have handled your complaint, please write to The Director, Ms J Courtier at the address below:
Our Address
Chris Shorey Lettings Ltd.
Compton House
11-12 Gibbon Lane
North Hill
Plymouth
PL4 8BR
Finally, still not satisfied?
Finally, having exhausted our in –house procedures, if you are still not satisfied with our response, you may refer your complaint to:
The Association of Residential Letting Agents
Maple House
53-55 Woodside Road
Amersham
Bucks
HP6 6AA
ARLA will arrange for your complaint to be assessed by an external Independent Case Examiner in line with the criteria and procedures set out in ARLA’s published complaints procedure leaflet.
Yours Faithfully,
Chris Shorey Lettings Limited
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