Complaints

Advice and help people comply

Branch Manager

All complaints should, in the first instance, be directed to Elaine Gunning as lettings manager. At this stage, your complaint may be verbal or written.  A record will be made of your complaint, and if it is not possible to deal with it immediately, a response will be sent within three working days. 

We expect that most problems will be resolved it this point. If however, you remain dissatisfied, you may then further your complaint, and invoke our formal complaint procedure.

Stage One – Director Review

Your formal complaint must be made in writing and sent to the You must write within one month of receiving Elaine Gunning’s response.

You may, if you wish, ask someone else to handle your complaint on your behalf. If this is the case, we will deal with your representative instead. 

The letter/email of complaint must state (a) details of the complaint giving as much detail as possible; (b) losses, damages, inconvenience, and so forth incurred; and (c) what you want Security Lettings Ltd to do in order to resolve the matter. Please enclose any evidence you wish to be considered, or which will help to clarify anything.

Your complaint will be acknowledged within three working days, and you will be provided with a full written response within 15 working days of receipt. If, in exceptional cases, it is not possible to complete the investigation and to respond within this timescale, you will be sent an update, stating when your response will be completed.

Your complaint will be fully investigated, and full consideration will be given to all the points made in your letter of complaint. You will be sent a full report of the findings.

Stage Three – The Property Resolution Service

The PRS has been providing consumers and property agents with an alternative dispute resolution service for many years and provides consumers with a free, impartial, and independent alternative dispute resolution service.

We expect all complaints to have been resolved at this point, but for cases where this has not been possible, the PRS scheme is recommended as a route to finally settle a complaint. 

Although not binding on the complainant, Security Lettings will comply with the findings.

The service must be instigated within 12 months of receipt of the final appeal letter 

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