Legal
Complaints Procedure
If something has gone wrong, we want to know, and we want the chance to put it right. Here is exactly how the process works.
If something has gone wrong, we want to know, and we want the chance to put it right. Here is exactly how the process works.
We aim to provide the best service we can to landlords, tenants, students and guarantors alike, but we know that sometimes things go wrong. This procedure explains how to complain, the timescales we hold ourselves to, and where you can take your complaint if you remain unhappy with our answer.
Many concerns can be sorted out quickly with a conversation, so please raise the issue first with the member of staff you have been dealing with, by phone on 01603 435644 or by email. If you would rather not do that, or the issue is not resolved, move to step 2.
Put your complaint in writing, marked for the attention of the Complaints Handler, either by email to info@carvels.co.uk or by post to Carvels Lettings Ltd, Shoemaker Court, Earlham West Centre, Enfield Road, Norwich, NR5 8ET. Please include your name, the property concerned, what has happened, and what you would like us to do about it. We will acknowledge your complaint in writing within three working days of receiving it.
Your complaint will be investigated by a senior member of staff who will review the file, speak to those involved and reply to you formally in writing within fifteen working days of our acknowledgement. If we need longer, for example because a key person is away, we will write to you within that time explaining why and when you can expect our full response.
If you are not satisfied with our response, let us know and your complaint will be reviewed again at the most senior level. Following that review we will send you a final viewpoint letter setting out our last word on the matter. This concludes our internal procedure.
We are members of the Property Redress Scheme, an independent, government-authorised redress scheme. If you remain dissatisfied after receiving our final viewpoint letter, or more than eight weeks have passed since you first made your written complaint, you can refer the matter to them free of charge. You should do so within twelve months of our final viewpoint letter. You can contact the Property Redress Scheme at propertyredress.co.uk, by email to complaints@theprs.co.uk or on 0333 321 9418.
Client money we hold is protected under the Propertymark Client Money Protection scheme, and tenancy deposits are protected with the Deposit Protection Service. Details of both are shown in the footer of every page of this site.
A quick conversation solves most things. Call us on 01603 435644 or send us a message and we will come back to you promptly.