Complaints Procedure
Letio is committed to providing a professional and high-quality service at all times. However, should you feel that our service has fallen short, we take complaints seriously and will endeavour to resolve matters promptly and fairly.
How to make a complaint
Complaints may be made verbally (by telephone) or in writing (by email or letter). While complaints do not have to be submitted in writing, all responses will be provided in writing for clarity and record-keeping purposes.
Acknowledgement and investigation
Upon receipt of a formal complaint, we will provide written acknowledgement within three working days, confirming who will be responsible for investigating the matter.
We will fully investigate the issues raised and aim to provide a detailed written response within fifteen working days of receipt.
If, for any reason, we are unable to provide a full response within this timeframe, we will write to explain the delay and advise when a response can be expected.
Escalation
If you are dissatisfied with our response, you may request that your complaint be escalated to a senior manager or director for further review. We will acknowledge the escalated complaint within three working days and, where possible, issue a final written response within fifteen working days.
Independent redress
If you remain dissatisfied following our final response, you may refer your complaint to our independent redress scheme:
The Property Redress Scheme
Link/details: Property Redress
You must refer your complaint to the redress scheme within the timeframe specified by the scheme.
