Complaints Procedure

How to make a complaint to Herts Lettings Ltd.

Herts Lettings welcomes any suggestions for improving its services.

If you wish to make comments on our services, or make a complaint, then please follow the procedure documented below. You may be able to resolve the complaint by taking it up immediately with the negotiator with whom you have been dealing, or with their immediate line manager. If you are not satisfied with our response you will be told how you can pursue your complaint further. All complaints will be dealt with confidentially within Herts Lettings. We will not reveal your personal details to an outside party without your permission. The complaints procedure ensures that your complaint will be dealt with as quickly and as fairly as possible.

We will use your complaint to help to improve our services and to avoid similar problems happening in the future. The service you receive from Herts Lettings will not be affected because you have complained. Any complaint relating to an individual member of staff will be dealt with by his supervisor, in the first instance. Herts Lettings will promote an awareness among staff of the entitlement of customers to make a complaint and to be guided positively and efficiently through the complaints procedure. The overall aim of the Complaints System is to deal with complaints swiftly, fairly and with understanding. Please remember these are your rights and every effort will be taken to resolve complaints satisfactorily.

Call in or phone Herts Lettings and explain that you wish to make a complaint about our service. Tell them what your complaint is. If you prefer you can put your complaint in writing - by letter or by email. If you are unsure who to contact, you can call us or calling on our office at 13 Station Road, Knebworth. Any member of staff will advise you how to complain. Whenever possible the person you speak to will try to resolve your complaint. It may be necessary to investigate your complaint in which case you will receive a written acknowledgment within five working days and, unless the circumstances are exceptional, a full reply within twenty working days. If your complaint cannot be dealt with within twenty working days we will write to you and tell you what is happening and how long it will take to give you a full reply.

An interview with the managing director of Herts Lettings Ltd. may be arranged.

Herts Lettings is a corporate member of ARLA - the Association of Residential Letting Agents and follows its code of practice.

If you remain unsatisfied after we have exhausted the above procedure you have the right to take your complaint to our regulatory body, contact details for which are available on their website: www.arla.co.uk or by telephoning them on 0845 345 5752. Note that the ARLA Code of Practice is not intended to replace our Terms and Conditions of Business, which forms the basis of the contract we have with each of our landlords. We would be happy to send you a copy of our latest Terms and Conditions, but, if you are an existing client, our contract with you may have a previous edition of this document. Useful Links Objectives of ARLA Code of Practice ARLA Code of Practice