Complaints Procedure

Complaints Procedure 1 Initial Complaint If you have a complaint, please put it in writing and include as much detail as possible. You can email us at antjon@splagencyuk.com or write to us at our offi

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Complaints Procedure

At SPL Agency UK, we are committed to providing the highest standards of service to our landlords and tenants. If something goes wrong, we want you to let us know so that we can put things right and continue to improve.

Initial Complaint

If you have a complaint, please put it in writing and include as much detail as possible. You can email us at antjon@splagencyuk.com or write to us at our office.

We will acknowledge your complaint within 3 working days.
Your complaint will then be investigated by the Director of the business.
You will receive a written outcome of our investigation within 15 working days.

Escalation

If you are not satisfied with the response at Stage 1, please contact us again. Your complaint will be reviewed by another senior member of staff or the Director (if they were not already involved).

You will receive a written statement of our final viewpoint within 15 working days of requesting a review.

The Property Redress Scheme

If you remain dissatisfied after completing our internal complaints procedure, or if more than 8 weeks have passed since you first raised your complaint, you may refer the matter to our government-approved redress scheme.

The Property Redress Scheme

Our Property Redress Scheme membership certificate

The Property Redress Scheme will review your complaint and provide an independent resolution.

SPL Agency UK is a member of a government-approved redress scheme. We take all complaints seriously and aim to resolve them fairly and as quickly as possible.

Complaints Procedure