Complaints procedure.
If we have got something wrong, we want to know, and we want to put it right quickly. This is how it works.
Stage one: tell your property manager
Most problems are sorted with a phone call. Ring +44 (0)20 8158 8434 or email admin@surelets.co.uk and explain what has happened. We will acknowledge within three working days and aim to resolve it within ten.
Stage two: formal written complaint
If you are not satisfied, write to us marked "Formal complaint" at Sure Lets and Manage Limited, Top Floor, 55 Coopers Lane, Leyton, London E10 5DG, or email admin@surelets.co.uk with that subject line. A director who has not been involved in the matter will review it.
We will acknowledge your complaint within three working days and send you a written final response within fifteen working days. If we need longer, we will tell you why and when to expect it.
Stage three: the Property Redress Scheme
If you remain dissatisfied after our final response, or eight weeks have passed since you first complained, you can refer the matter to the Property Redress Scheme. It is free to use and its decisions are binding on us.
Property Redress, Limelight, 1st Floor, Elstree Way, Borehamwood, Hertfordshire WD6 1JH. Telephone 0333 321 9418. Website propertyredress.co.uk. Our membership number is PRS058008.
You must refer the complaint to the scheme within twelve months of our final response.