INTERNAL COMPLAINTS HANDLING PROCEDURE (CHP)

Membership details

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

Here at Choice Lettings Watford 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.  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 Choice Lettings Watford, 161-163 The Parade, Watford, Hertfordshire WD17 1NJ, 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 Owner at Choice Lettings Watford, 161-163 The Parade, Watford, Hertfordshire WD17 1NJ, which will provide the opportunity for a speedy, separate and detached review of the complaint.  The Owner 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)