Complaints handling procedure
When something's gone wrong, here's exactly what happens
As a member of Property Redress, we follow their required standard for handling complaints — set out here in full.
Our commitment
We'd rather hear it from you first.
If our service hasn't met the standard you expected — whether you're a landlord, a tenant, or anyone else we've dealt with — we want to know, and we want the chance to put it right directly before anyone needs to go further.
Step by step
How a complaint is handled
Tell us, in writing
Email office@rentl.properties or write to us at 54 St James Street, Liverpool, L1 0AB, marked for the attention of the Director. Please set out what happened and what you'd like to see happen as a result.
We acknowledge within 3 working days
You'll get written confirmation that we've received your complaint and are looking into it, along with a named contact for any questions in the meantime.
A full response within 15 working days
We'll investigate properly — not just accept or deny — and send a full written response addressing every point raised, with our final position and any action we're taking.
If you're still not satisfied
Property Redress, free of charge to you
If we haven't resolved things to your satisfaction within 8 weeks of your original complaint — or you're unhappy with our final response before then — you can ask Property Redress to review it independently. They're a government-approved redress scheme, and referring a complaint to them costs you nothing.
Property Redress · propertyredress.co.uk