1. Purpose

This policy sets out how complaints made against Harren Lettings Ltd will be handled fairly, consistently, transparently, and promptly. We are committed to providing a high standard of service to landlords, tenants, guarantors, contractors, and other stakeholders. Where our service falls below the expected standard, we welcome feedback and complaints as an opportunity to improve.

This policy complies with the requirements of:

• The Property Redress Scheme (PRS)
• Relevant consumer protection legislation
• Unipol Code requirements (where applicable)
• Best practice within the residential lettings sector

2. Scope

This procedure applies to complaints from:

• Prospective tenants
• Current tenants
• Former tenants
• Landlords
• Guarantors
• Applicants
• Other consumers who have received services from Harren Lettings Ltd.

A complaint is defined as:

“An expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of action by Harren Lettings Ltd or its staff.”

3. How to Make a Complaint

Complaints should be submitted in writing wherever possible.

Complaints should be sent to:

Complaints Officer: Joanne Brown
Agency: Harren Lettings Ltd
Address: First Floor Offices, Unit 1 100 Melton Road, Nottingham, NG2 6EP
Email: info@Harrenlettings.co.uk
Telephone:  01158 227700

To help us investigate, complainants should provide:

• Full name and contact details
• Property address (if applicable)
• Details of the complaint
• Dates and times of relevant events
• Copies of any supporting documents
• The outcome sought

If a complaint is initially made verbally, we may request that it is confirmed in writing.

4. Stage One – Internal Investigation

Acknowledgement

We will acknowledge receipt of a complaint within 3 working days.

Investigation

The complaint will be investigated by a senior member of staff who has not been directly involved in the matter where possible.

We will:

• Review all relevant records and correspondence.
• Speak to staff members involved.
• Consider all evidence provided.
• Determine whether our service has fallen below the expected standard.

Response

We will provide a written response within 10 working days of receiving the complaint.

The response will include:

• Our findings.
• Any action taken or proposed.
• Details of any remedy offered (where appropriate).
• Information on escalation if the complainant remains dissatisfied.

Where additional time is required, we will explain why and provide an estimated response date.

5. Stage Two – Final Internal Review

If the complainant remains dissatisfied with the Stage One response, they may request a final review.

The request should be made within 10 working days of receiving the Stage One outcome.

The review will be conducted by:

• A Director; or
• A senior manager not previously involved in the complaint.

Final Response

We will issue a final written response within 10 working days of receiving the escalation request.

This response will:

• Confirm our final position.
• Explain the reasons for our decision.
• Outline any further action we propose to take.
• Inform the complainant of their right to refer the matter to The Property Redress Scheme if they remain dissatisfied.

This final response concludes our internal complaints procedure.

6. Referral to The Property Redress Scheme (PRS)

If a complainant remains dissatisfied after exhausting our internal complaints procedure, they may refer the complaint to:

The Property Redress Scheme

The complaint must normally be referred within the timescales specified by PRS and after our internal complaints procedure has been completed.

For further information, visit:

The Property Redress Scheme

7. Unipol Code Compliance

Where a complaint relates to matters covered by a Unipol accreditation or code of standards, complainants may also seek advice from:

Unipol

Information about applicable codes and complaint routes can be found at:

Unipol UK

Nothing in this procedure affects a complainant’s right to pursue any alternative remedies available under law or through relevant regulatory or accreditation bodies.

8. Remedies

Where a complaint is upheld, remedies may include:

• An apology.
• An explanation.
• Corrective action.
• Service improvements.
• Reimbursement of fees or costs where appropriate.
• Compensation where justified by the circumstances.

Each complaint will be considered on its individual merits.

9. Record Keeping

We will maintain a complaints register containing:

• Complaint reference number.
• Date received.
• Nature of complaint.
• Investigation outcome.
• Actions taken.
• Date closed.

Complaint records will be retained for a minimum of 6 years and handled in accordance with applicable data protection legislation.

10. Confidentiality

All complaints will be treated confidentially and only shared with those who need access to investigate and resolve the matter.

Personal information will be processed in accordance with applicable data protection laws.

11. Continuous Improvement

We regularly review complaints received to:

• Identify recurring issues.
• Improve service standards.
• Enhance policies and procedures.
• Meet our obligations under the Property Redress Scheme and Unipol requirements.

Policy Review

Policy Owner: Joanne Brown
Approved By: Joanne Brown
Effective Date: 01/12/2025
Review Date: 01/12/2026 – Annually
Version: 1.0

Important Note: This complaints procedure does not affect a complainant’s statutory rights and is intended to provide a clear, accessible, and fair route for resolving concerns before referral to The Property Redress Scheme.