The company welcomes constructive feedback from customers as a way of continually improving its service.
As a member of The Property Redress, Libertas Lettings are fully committed to providing you with the highest quality of service at all times. We take complaints from both tenants and landlords incredibly seriously.
To make sure that your best interests are safeguarded, we offer the following, two stage complaint procedure:
Initially, you can tell us what part of our service or procedure you are unhappy about and what you would like us to do to resolve the matter. This can be done by writing to us:
Libertas Lettings
6 Ocean Way
Cardiff
CF24 5HG
complaints@libertaslettings.com
In the event that our internal complaints handling procedures have been exhausted without a resolution, you can refer the matter within 6 months of our final review. The appropriate alternative dispute resolution entity for our lettings complaints is:
Once received, your complaint will be acknowledged within 3 working days and then investigated thoroughly in accordance with our in house procedures. A formal written outcome of the complaint will be sent to you within 15 working days. If we require longer than this to process the complaint, we will advise to you in writing, which will contain our revised response date.
Property Redress Scheme,
1st Floor, Premiere House,
Elstree Way,
Borehamwood
WD6 1JH
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