Complaints Procedure

At Allsop Letting and Management, we pride ourselves on the level of customer service we provide. In the event that you feel dissatisfied with our service and wish to make a complaint, you will need to follow our Complaints Handling Procedure, details of which can be found below.

Membership Details

Allsop Letting and Management Limited is a member of The Royal Institute of Chartered Surveyors (RICS) and Association of Residential Managing Agents (ARMA). By belonging to these organisations, we are required to follow strict professional standards.

Stage One – Senior Operations Manager

Stage one involves making a complaint in writing to the Operations Manager. Upon receipt of your written complaint an acknowledgement of the correspondence will be made within three working days. An assessment will be made of your submission and a response sent to you within 15 working days of receiving the written complaint. The contact details of the Operations Manager are as follows:-

FAO: Gemma Johnson gemma.johnson@allsop-lm.co.uk 0113 290 2509

Senior Operations Manager

We aim to resolve all complaints during this initial stage. However, if you are still dissatisfied, you will need to progress your complaint through to Stage Two of the process.

Stage Two – Head of Operations

If you wish to progress your complaint beyond the Operations Manager, you must do so in writing. Once we are in receipt of stage two of your complaint, the Head of Operations will acknowledge your complaint and a final viewpoint letter will be issued within 15 working days. Contact details of the Head of Operations are as follows:-

FAO: Nicola McKernan nicola.mckernan@allsop-lm.co.uk 0113 290 2510

Head of Operations

Stage Three – Ombudsman Scheme

If you remain dissatisfied after the last stage of our in-house complaint procedure (or more than eight weeks has elapsed since the complaint was first made) then you may take the matter up with our chosen approved redress provider without charge. You will need to submit your complaint to the redress provider within 12 months of receiving our final viewpoint correspondence.