Complaints Procedure

View Properties Ltd wants to give a good service. If something has gone wrong, please tell us so we can put it right. This page explains how to complain, how we will handle it, and what you can do if you remain unhappy.

The timescales below follow the usual letting-agent redress rules in England. Our consumer redress scheme is the Property Redress Scheme.

Who can use this procedure

Anyone who uses our services, including tenants, residents, guarantors, landlords, and applicants for a tenancy or management service.

How to complain

Please put your complaint in writing by email or letter. Include your name, contact details, the property address (if relevant), what went wrong, when it happened, and what you would like us to do.

Email: info@viewltd.co.uk
Post: Complaints, View Properties Ltd, 127 Charles Street, Leicester, LE1 1LA
Phone (to tell us a written complaint is coming): 0116 253 1666

We will accept a complaint from a properly appointed representative (for example a solicitor or advice agency) if you ask us to.

If you need help because of disability, language, or other circumstances, tell us and we will make reasonable adjustments where we can.

Stage 1 - Acknowledgement

We will acknowledge your written complaint within 3 working days of receiving it and tell you who is dealing with it.

Stage 2 - Investigation and response

A member of staff not directly involved in the matter (or a designated complaint handler) will investigate. We will send you a formal written response within 15 working days of receiving the original complaint. That response will address the points you raised and set out any offer or action we propose.

If we need longer in an exceptional case, we will write to you to explain why and give a revised timescale.

Stage 3 - Final review

If you remain unhappy after Stage 2, tell us in writing. We will arrange a separate review by someone not previously involved and send our final viewpoint in writing within a further 15 working days.

That final letter will set out our final position, any offer made, and how to refer the matter to our redress scheme.

If you are still not satisfied

You may refer your complaint to our redress scheme once you have our final viewpoint letter, or if 8 weeks have passed since you first complained in writing and the matter is still unresolved.

You normally have 12 months from the date of our final viewpoint letter to refer the complaint.

Property Redress Scheme

Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
Website: www.theprs.co.uk
Email: info@theprs.co.uk
Telephone: 0333 321 9418

See also our redress scheme page. Using this procedure does not affect your legal rights. We will not make payment of any fee a condition of referring a complaint to the Property Redress Scheme.