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Redress Procedure

We are committed to providing a professional service to all our clients and customers.

At Hartland Residential Lettings, we uphold the utmost standards of service and compliance. Our dedication to excellence is exemplified by our adherence to the Property Ombudsman's Code of Practice.

We acknowledge that occasional setbacks can occur, and in such instances, we are fully devoted to resolving issues with the least amount of disruption possible. To facilitate this, we have meticulously designed a complaints procedure that aims to address any concerns promptly and effectively.

If you require assistance with this process, please don't hesitate to reach out to us via email at m@hartlandresidential. While we may not be able to directly handle your complaint, our team is available to provide support and guidance throughout the resolution process.

What happens next?

We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 14 working days of sending the acknowledgement letter.

If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

We will write to you within 14 working days of receiving your request for a review, confirming our final viewpoint on the matter.

The Property Redress Scheme

If you remain dissatisfied, you can then contact The Property Redress Scheme to request an independent review:

Property Redress Scheme
Premiere House,
1st Floor,
Elstree Way,
WD6 1JH.
0333 321 9418

Please note the following:
You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review  

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