Complaints Procedure


Membership details

Choice Lettings is a member of the U.K. Association of Letting Agents (UKALA) & Safe Agent.  By belonging to these organisations, we are required to follow strict professional standards.

Here at Choice Lettings we pride ourselves on the level of customer service that we provide. In the event that you feel dissatisfied with our service and wish to make a complaint, you should follow our Complaints Handling Procedure (CHP).  All verbal and written complaints will be recorded at the time they are made.

Stage One

If you are unable to resolve the issue informally, you should initially make your complaint in writing to The Manager at this office, setting out the details of your complaint, the consequences for you as a result and the remedy you are seeking.  The Manager will acknowledge receipt of your complaint in writing within 3 working days and a proper investigation promptly undertaken.  A formal written outcome of the investigation will be sent to you within 15 working days.

We aim to resolve all complaints during this initial stage.  However, if you are still dissatisfied, you can ask for your complaint and the response to be reviewed.

Stage Two

You should write to The Director at this office which will provide the opportunity for a speedy, separate and detached review of the complaint.  The Director will acknowledge receipt of your complaint in writing within 3 working days and will send a written review within 15 working days.

Stage Three - The Property Redress Scheme (PRS)

The Property Redress Scheme (PRS) provides consumer redress to UKALA members.  

Property Redress Scheme, Premier House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH.  Tel: 0333 321 9418, Email:

To download Property Redress Scheme Membership Certificate - Click Here

For more information, please visit