MRE Lettings Limited – Complaints Procedure
At MRE Lettings Limited, we are committed to providing a high standard of service. However, if you are dissatisfied with any aspect of our service, we have a formal complaint process in place to ensure your concerns are handled fairly, transparently, and in line with regulatory requirements.
How to Make a Complaint
All complaints must be made in writing (email or letter) so that we can investigate the matter fully.
Please include:
- Your full name and contact details
- Property address (if applicable)
- Details of your complaint
Any supporting documentation
Stage 1 – Initial Complaint Investigation
Please address your complaint to:
Camille Edwards
Lettings Manager
camille@mrelets.co.uk
What happens next:
- Your complaint will be acknowledged within 3 working days
- We will carry out a full investigation
- A formal written response will be issued within 15 working days of receipt
If we are unable to provide a full response within 15 working days, we will:
- Send a written update explaining the delay
- Confirm when you can expect a full response
Stage 2 – Escalation (Final Internal Review)
If you remain dissatisfied following Stage 1, you may escalate your complaint to:
Luke Williams
Director
luke@mrelets.co.uk
What happens next:
- Your complaint will be reviewed at Director level
- A final written response (“final viewpoint letter”) will be issued within 15 working days
Stage 3 – Independent Redress
If you are still not satisfied after receiving our final response, or if:
- 8 weeks have passed since your complaint was first made, and
- You have not received a final resolution
You have the right to refer your complaint to our independent redress scheme:
Property Redress Scheme (PRS)
Website: www.theprs.co.uk
The PRS is an independent body that will review your complaint and make a binding decision.
Regulatory Compliance
MRE Lettings Limited is committed to complying with all relevant legislation and regulatory requirements, including:
- Membership of the Property Redress Scheme (PRS)
- Compliance with Consumer Protection Regulations
- Following best practice in complaint handling procedures
Important Information
- Complaints must be submitted within a reasonable time of the issue arising
- We will keep a written record of all complaints
- All complaints will be handled confidentially and professionally
- We aim to resolve all complaints as quickly and fairly as possible
Our Commitment
We view complaints as an opportunity to improve our service and strengthen our relationships with landlords and tenants. Our goal is to resolve all issues promptly, fairly, and in line with our professional standards.