Complaints Policy

Complaints Policy, Process and Procedures

Purpose of this Policy

The Letting Partnership (“TLP”) is committed to delivering high standards of processional service across its Client Accounting and Audit-related services. We recognise that, on occasion, our clients may have concerns about our services or the way in which they have been delivered. When that happens, we welcome feedback and complaints as an opportunity to resolve issues promptly, fairly, and to improve our systems, controls and service delivery.

This policy sets out:

  • How clients may raise a complaint;
  • How complaints are handled, investigated and resolved; and
  • The timescales and escalation routes available.

Our objective is to resolve complaints at the earliest possible stage, without the need for formal escalation wherever reasonably practicable.

Scope of the Policy

This policy applies primarily to complaints relating to:

  • Client Accounts Outsourcing services;
  • Client Money Audits;
  • Tenancy Deposit Audits;
  • The conduct or professionalism of TLP employees or contractors involved in those services.

For the purposes of this policy, references to TLP include all employees, directors and authorised representatives acting on our behalf. This policy does not replace or override statutory rights or contractual remedies available to clients.

Complaints Handling Principles

All complaints will be handled in line with the following principles:

  • Fairness – complaints are assessed objectively and without bias;
  • Proportionality – the investigation will reflect the nature and seriousness of the issue;
  • Transparency – outcomes and reasoning will be clearly explained;
  • Timeliness – complaints will be progressed without unnecessary delay; and
  • Learning – complaint outcomes are used to improve controls, processes and service quality.

Complaints Procedure

TLP operates a two-stage complaints procedure.

Complaints should be submitted in writing, either:

Stage One – Initial Review

Complaints should include:

  • The name of the individual and the company raising the complaint;
  • A clear description of the issue;
  • Relevant dates, services or reports involved; and
  • The outcome being sought, where known.

TLP will acknowledge the complaint within 5 working days, informing you of the Complaint Handler, typically a Department Manager or Team Leader not directly responsible for the matter being complained about.

The complaint handler will review relevant records, correspondence and working papers. Where the complaint relates to a specific employee, that individual will be informed and given a reasonable opportunity to respond.

Clients are respectfully requested not to contact the employee concerned directly while the complaint is under review.

Additional information may be requested where necessary to ensure a fair outcome.

TLP aims to issue a written response within 10 working days of acknowledgement. However, where a complaint is complex or requires extended review, the client will be informed of the reason for delay and provided with a revised timeframe.

The Stage One response will set out:

  • A summary of the complaint;
  • The findings of the investigation;
  • Any corrective or remedial action taken or proposed; and
  • Confirmation of the client’s right to escalate to Stage Two if dissatisfied.

Stage Two – Escalation

If you remain dissatisfied, you may request an escalation to Stage Two within 5 working days of receiving the Stage One outcome. Stage Two complaints are reviewed by a Director of TLP, independent of the original decision where practicable.

The Director will review the original complaint, investigation, and outcome. Further investigation may be requested from either party if required and, where relevant, the employee concerned will be given further opportunity to respond.

TLP aims to conclude Stage Two reviews within 5 working days of receipt. A final written decision will be issues, setting out the conclusions and any further action.

The decision at Stage Two represents TLP’s final internal position.

External Resolution

Where applicable, and depending on the nature of the service provided, clients may have the right to refer unresolved complaints to an external body, including:

  • Propertymark; and/or
  • The Property Ombudsman

Details of appropriate external escalation routes will be confirmed as part of the Stage Two outcome where relevant.

Confidentiality and Data Protection

All complaints are handled confidentially and shared only with those who need to be involved in their resolution. Complaint information may be anonymised and used for internal training and review purposes.

All personal data is processed in accordance with our Privacy Policy and applicable data protection legislation, including UK GDPR.

Contact Details

Queries relating to this policy should be directed in writing to:

The Letting Partnership
3 Liverpool Gardens
Worthing
BN11 1TF

Or by email to:enquiries@thelettingpartnership.co.uk