Complaints Procedure

Letts Moove Estates and Lettings aims to provide a friendly, professional and reliable service at all times. If something has gone wrong, we want to know so we can look into it properly and work with you to put things right where appropriate.

Step 1: Tell us about the issue

Please contact us as soon as possible with details of your complaint. It helps if you include your name, contact details, property address where relevant, a clear description of the issue, any key dates, and what outcome you are looking for.

You can contact us by email at info@lettsmoove.co.uk.

Step 2: We will acknowledge your complaint

We will acknowledge your complaint within three working days of receiving it. We may ask for further information if we need it to investigate the matter fully.

Step 3: Investigation and response

Your complaint will be reviewed by an appropriate member of the team. We will aim to provide a written response within 15 working days. If the matter is complex and we need more time, we will let you know and explain when you can expect a response.

Step 4: If you remain unhappy

If you are not satisfied with our response, please let us know in writing and explain why. A senior member of the team will review the matter and provide a final viewpoint where appropriate.

Independent redress

If we have issued our final response, or if eight weeks have passed since you first raised the complaint and it remains unresolved, you may be able to refer the matter to the relevant independent redress scheme. Details can be provided on request and will be added here once confirmed.

Keeping records

We keep a record of complaints and outcomes so that we can improve our service and meet any regulatory or professional obligations.

This complaints procedure is provided as standard website content and can be updated once the client confirms their exact redress scheme, memberships and internal process.