At Ara Lettings we are committed to providing a professional service to all our clients and customers. If you are unhappy at any point about the service you have received you need to tell us. This will help us improve our standards.

In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that they have a chance to put things right. In your letter, you should set out the details of your complaint, the consequences for you as a result and the remedy you are seeking.

You can expect your complaint to be acknowledged within three working days of receipt. You should get a response and an explanation within 15 working days. If you are unsure which member of staff to write to, your complaint should be sent to Abigail Jones.

If you are not satisfied with the initial response to the complaint, then you can write to Abigail Jones and ask for your complaint and the response to be reviewed. You can expect acknowledgement of your request within three working days of receipt and a response within 15 working days.

We aim to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to investigate fully. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

If you are not satisfied with our final view, which will be expressed in the written statement, then you have the following two options to pursue the matter further:

1. We belong to the following property redress scheme The Property Ombudsman and you can seek redress by writing to the scheme at:

Address: 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Telephone no: 01722 333306

Website: The Property Ombudsman scheme: free, fair & impartial redress (tpos.co.uk)

Email: [email protected]

A referral to our redress scheme must be made within 12 months of our final view statement.

1. You can seek financial redress by commencing a money claim procedure at https://www.moneyclaim.gov.uk/web/mcol/welcome