At Thomas James Lettings we aim to make renting or letting a property as stress free and smooth a process as possible, however we understand that occasionally things may not go according to plan. We take the satisfaction of both our Landlord’s and Tenant’s very seriously and will always try to resolve any problems as professionally as possible.
The first step, should you be dissatisfied with any aspect of our service, is to contact us with your concern by post, email or by visiting us at our office.
Thomas James Letting Agents.
PO Box 166, Liskeard, Cornwall
PL14 9 DY
or email to email@example.com
We will send confirmation of receiving your complaint within three working days and will respond to your complaint within fifteen days of receipt.
Should you not be satisfied with our initial response you have the right of appeal, which will then be dealt with by a member of staff who was not involved with the original investigation.
Your appeal should be made in writing to the same address as above.
Again, we will confirm receipt of your appeal within three working days and provide a response within fifteen working days of receipt.
We would hope that by this stage, we would have come to an amicable agreement but if you should still feel unsatisfied with how we have dealt with your complaint you are able to seek redress by contacting The Property Ombudsman.
They provide a free service, which aims to resolve any ongoing complaints.
The Property Ombudsman will only consider your complaint if you have already taken the steps above and are still dissatisfied with our response.
You should contact The Property Ombudsman within twelve months of from the date of our initial response at:
The Property Ombudsman
43-55 Milford Street
Telephone: 01722 333306 (Monday to Friday 9.00am until 4.30pm excluding Bank Holidays). Email: firstname.lastname@example.org