We are committed to delivering the highest level of service, therefore if there is an issue we want to know about it as soon as possible.  We will aim to work swiftly and fairly to put it right.
 

By letting us know when you have a problem we can work with you to understand what has happened and seek a solution.

Please see below for details of how to register your concerns so we can work quickly and professionally to resolve things in a timely manner.

​

HOW DO I REPORT A COMPLAINT?

​

Please contact us first and let us know what service you are unhappy about, you can do this by phone, post or send an email.

We will aim to resolve the issue  immediately however if this is not possible the complaint will be escalated to management to investigate further.

​

Please see our contact details:

YT Properties Capital Office,

124 City Road,

London, EC1V 2NX

Lettings@ytproperties.co.uk

020 7126 8489

​​​

WHAT HAPPENS NEXT?

​

When we receive your complaint, we will:

• Send a written acknowledgement within 3 working days

• Collect as much information as possible and liaise with the relevant people.

• Send a detailed response within 15 working days, informing you of the outcome with resolution, confirm that you are happy with the suggested resolution.

• If we need longer, we will advise in the response and provide a timeframe of when this will be resolved and explain the delay.

• All complaints are kept confidential, if we do not hear from you 8 weeks after our response, we will assume the matter is resolved and the complaint will be closed.

​

ESCALATING THE COMPLAINT

​

Please let us know if you are not happy with the outcome of the complaint, your concerns will be acknowledged within 3 working days and reviewed by senior management with the aim of a final response within 15 working days.

In this response we will also advise you of your right to appeal to a 3rd Party.

​

Contacting our independent Redress Scheme

If you are not happy with our resolution in our final response, you have the right to contact our Independent Redress Scheme.

An Independent Redress Scheme is a free, Independent body set up to resolve disputes between consumers and businesses – that have not been resolved internally.

Independent Schemes will only review a complaint that have concluded with a final response or if 8 weeks have passed from the initial complaint and no response has been received.

​​

​​

​

​

​

 

​Membership Number: PRS056405

Property Redress,

1st Floor, Limelight,

3 Elstree Way

Hertfordshire

WD6 1JH

​

Phone: 0333 321 9418

Email: info@propertyredress.co.uk

Website: www.propertyredress.co.uk

​

You must refer your complaint to the Redress Scheme within 6 months of our final response.