REDWOOD PROPERTY LETTINGS

In-House Complaints Handling Procedure

We are committed to providing an exceptional, professional service to all our landlords, tenants, and clients. When something goes wrong, we need you to tell us about it. This will help us to resolve issues as swiftly as possible and continuously improve our property management framework.

If you have a complaint, please put it in writing via email to admin@redwoodpropertylettings.co.uk. Please include as much explicit detail as possible, including specific dates, property addresses, names of any practitioners you dealt with, and any supporting photographic or documentary evidence.

We will handle and investigate your grievance strictly in accordance with the mandatory statutory timescales outlined below:

Stage 1: Formal Written Acknowledgement

We will acknowledge receipt of your written complaint within three (3) working days of it arriving in our administrative inbox. We will provide you with the name of the designated property professional handling your case file.

Stage 2: Comprehensive In-House Investigation

A full, independent internal review of your file parameters will be conducted. We will send you a formal, comprehensive written response detailing our findings and proposing our suggested resolutions within fifteen (15) working days of our initial acknowledgement letter.

Stage 3: The Final Viewpoint Review

If you remain entirely dissatisfied with our Stage 2 structural resolution, you can request a secondary executive review. We will evaluate the contested points and issue our definitive Final Viewpoint Letter within fifteen (15) working days of your review request. This letter locks in our final institutional stance on the matter.

Stage 4: Independent External Redress Referral

If our internal investigation process exceeds eight (8) weeks from your initial submission, or if you remain completely dissatisfied with our Final Viewpoint Letter, you have the absolute legal right to refer your complaint to our approved, independent external redress body entirely free of charge:

• Our Redress Scheme Body: Property Redress Scheme (PRS)

• Website Portfolio Portal: www.propertyredress.co.uk

• Referral Window: You must submit your case file to the redress provider within twelve (12) months of receiving our Final Viewpoint Letter.

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