TINDALL PROPERTY
How we put things right
Our Complaint Procedure
We handle all landlord and tenant concerns with the same transparency and professionalism we apply to every letting. Our process is designed to be clear, efficient, and entirely focused on resolving issues to your satisfaction.
01
Speak to us
Many concerns can be resolved quickly through an open conversation. Please contact the person you have been dealing with, explain what has happened and tell us what you think would put things right.
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If we cannot resolve the matter informally, you can ask us to treat it as a formal complaint.
02
Make a formal complaint
Please submit your complaint in writing and state that it is a formal complaint.
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To help us investigate, please include:
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your name and contact details;
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the property address, where relevant;
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a clear description of each issue and when it happened;
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the names of anyone you have already spoken to;
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copies of relevant correspondence or documents; and
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the outcome you would like us to consider.
03
Our investigation
We will acknowledge your formal complaint within three working days. We will review the relevant records, speak to those involved where appropriate and consider each point you have raised.
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We aim to provide our full written response within 10 working days of our acknowledgement. If we need more time, we will explain why and tell you when you can expect our response.
04
Our response
Our written response will explain our findings and any action or resolution we propose. It will also confirm whether it is our final response and explain how you can refer the matter to the Property Redress Scheme if you remain dissatisfied.
05
Independent redress
Tindall Property Management Ltd is a member of the Property Redress Scheme, a government-authorised consumer redress scheme.
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If you have completed our complaints procedure and remain dissatisfied, or we have not resolved your complaint within eight weeks of receiving it, you may be able to refer it to Property Redress. You should normally do so within 12 months of your last communication with us about the complaint. The service is free for consumers.
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