Give Us the Chance to Put Things Right

Resolving Concerns Fairly and Professionally

At Signature Lettings, we are committed to providing a professional, fair and transparent service to all landlords, tenants, applicants, contractors and customers.

If something has gone wrong, we want the opportunity to put matters right. Many issues can be resolved quickly by speaking with the relevant member of our team first, so we encourage you to contact us as soon as a concern arises.

If your concern cannot be resolved informally, you can make a formal complaint using the procedure below.

Before Making a Formal Complaint

Before submitting a formal complaint, please make sure you have raised the issue with the relevant department or staff member first, where appropriate.

This gives us the chance to review the matter, explain our position and try to resolve the issue without the need for a formal complaint.

Examples may include:

• A maintenance update request

• A rent payment query

• A contractor appointment issue

• A tenancy document question

• A communication misunderstanding

• A request for clarification on fees, deductions or procedures

If the matter remains unresolved after this, you may submit a formal complaint in writing.

Reasonable Adjustments

Where appropriate, we will make reasonable adjustments for consumers who may need additional support due to age, disability, health, vulnerability, bereavement, language barriers, literacy or numeracy difficulties, or other relevant circumstances.

If you need help submitting your complaint, please contact us and we will do our best to assist you.

How to Make a Formal Complaint

Formal complaints must be made in writing so we can properly investigate and respond.

Please include as much detail as possible, including:

• Your full name

• Your contact details

• The property address, if relevant

• A clear summary of the complaint

• The date the issue occurred

• The name of any staff member involved, if known

• Copies of relevant emails, messages, photographs, documents or evidence

• Details of any previous attempt to resolve the matter

• The outcome you are seeking

Please send your complaint to:

Signature Lettings
40 The Parade
Oadby
Leicester
LE2 5BF
United Kingdom

Email: lettings@signaturelettings.co.uk
Telephone: 0116 482 1359

What Happens Next?

Step 1: Acknowledgement

We will acknowledge your written complaint within 3 working days of receiving it.

We will also provide a copy of this complaints procedure.

Step 2: Investigation

Your complaint will be investigated by an appropriate member of our team.

This may include reviewing your file, checking correspondence, speaking with staff members, reviewing photographs, inspecting documents and considering any evidence provided.

A formal written outcome of our investigation will be sent to you within 15 working days of receiving your original written complaint.

Step 3: Senior Review

If you are not satisfied with our written response, you should contact us again in writing and explain why you remain unhappy.

Please clearly set out which parts of our response you disagree with and provide any further evidence you would like us to consider.

We will then arrange for the matter to be reviewed by a senior member of staff where appropriate.

Step 4: Final Viewpoint

We will write to you within 15 working days of receiving your request for a review.

This response will confirm our final viewpoint on the matter.

Referral to The Property Ombudsman

If you remain dissatisfied after receiving our final viewpoint, or if more than 8 weeks have passed since you first made your written complaint and the matter has not been resolved, you may be able to refer your complaint to The Property Ombudsman for an independent review.

This service is free for consumers.

The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Email: admin@tpos.co.uk
Telephone: 01722 333 306
Website: www.tpos.co.uk

You must usually submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman will normally expect you to have followed our in-house complaints procedure before they consider your complaint.

Important Notes:

We will only consider complaints where enough information has been provided for us to investigate the matter properly.

If a complaint is unclear, lacks evidence or does not explain the outcome being sought, we may ask you to provide further information before we can complete our investigation.

Complaints should be raised promptly so that records, correspondence and evidence can be reviewed effectively.

This procedure does not prevent us from continuing to manage rent, maintenance, tenancy obligations, legal notices, contractor arrangements or other ongoing property matters while a complaint is being reviewed.