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Information for Customers

TN Lettings aim to provide the highest standards of service to all our Residential Lettings and Property Management customers. In order to ensure that your interests are safeguarded, we have put in place a complaints procedure, which we will follow in dealing with your complaint. Our aim is to handle any issues or concerns as quickly as possible, in order to achieve this we will, wherever we can, try and resolve your complaint at branch level.

Stage One - Lettings Manager / co-ordinator

All complaints should, in the first instance, be directed to the Lettings Manager. Complaints made in writing will be acknowledged within four working days. They will endeavour to resolve your complaint immediately, and no later than five working days of the first notification. We do recommend that where possible you outline your complaint in writing, especially if it appears a complex issue.

Stage Two – Company director

Should this still remain outstanding, or if you still remain dissatisfied with any aspect of our handling of your complaint, then please write to the Company Director at the following address:

The Director
TN Lettings 
3 Hillcroft

They will acknowledge your complaint within four working days and will take this up on your behalf. They will undertake a review of your complaint, including how it’s been handled to date, which may include further investigations into the background of your concerns. Then within 15 days from receipt of your letter, he will set out in writing to you, his findings and recommendations as a “final view” on how he believes your complaint can be resolved.


Final Stage – The Ombudsman Services

If you remain dissatisfied with the conclusion of the in-house review of the complaint, you can refer the matter to the Property Ombudsman. Please write to the Property Ombudsman using the address below. The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.