COMPLAINTS & DISPUTES POLICY

Purpose of this Policy

The Letting Partnership ("TLP") is committed to delivering high standards of professional service across its Client Accounting and Audit-related services. We recognise that, on occasion, our clients may have concerns about our services or the way in which they have been delivered, or dispute something. When that happens, we welcome feedback as an opportunity to resolve issues promptly, fairly, and to improve our systems, controls and service delivery.

This policy sets out:

  • How clients may raise a complaint or disputes;
  • How complaints and disputes are handled, investigated and resolved; and
  • The timescales and escalation routes available.

Our objective is to resolve complaint or dispute at the earliest possible stage, without the need for formal escalation wherever reasonably practicable.

Scope of the Policy

This policy applies primarily to complaints or disputes relating to:

  • Client Accounts Outsourcing services;
  • Client Money Audits;
  • Tenancy Deposit Audits; and
  • The conduct or professionalism of TLP employees or contractors involved in those services.

For the purposes of this policy, references to TLP include all employees, directors and authorised representatives acting on our behalf. This policy does not replace or override statutory rights or contractual remedies available to clients.

Our Principles

All complaints and disputes will be handled in line with the following principles:

  • Fairness - complaints and disputes are assessed objectively and without bias;
  • Proportionality - the investigation will reflect the nature and seriousness of the issue;
  • Transparency - outcomes and reasoning will be clearly explained;
  • Timeliness - complaints and disputes will be progressed without unnecessary delay; and
  • Learning - complaint or dispute outcomes are used to improve controls, processes and service quality.

Complaints Procedure

TLP operates a staged resolution procedure designed to resolve issues promptly, fairly and proportionately.

Complaints or disputes should be submitted in writing, either:

Stage One - Initiation

This procedure may be initiated by giving written notice to TLP that a complaint or dispute has arisen. The notice should include reasonable information as to the nature of the complaint or dispute along with the outcome being sought, where known.

Upon receipt, TLP will acknowledge the notice within five working days and confirm the manager (or person of equivalent seniority) responsible for handling the matter.

Stage Two - Management Review

Within five working days of acknowledgement, the managers (or persons of equivalent seniority) of the parties shall meet (in person or remotely) to discuss the issue and attempt to reach a negotiated resolution.

The managers will review relevant records, correspondence and working papers and may request further information where necessary to ensure a fair outcome.

Stage Three - Director Escalation

If the issue has not been resolved within five working days of the first management meeting, the matter shall be referred to the directors (or persons of equivalent seniority), who shall meet within a further five working days from escalation to attempt resolution.

If the complaint or dispute has not been resolved within 10 working days of the first meeting of the directors (or equivalent), either party shall be free to commence formal proceedings as set out below.

Either party may at any time seek urgent interim or injunctive relief from the courts.

Governing Law

This policy, and any complaint or dispute arising from it, shall be governed by and construed in accordance with English law.

Any complaint or dispute not resolved in accordance with the procedure above shall be finally resolved by binding arbitration before the London Court of International Arbitration (LCIA), by one arbitrator appointed under the LCIA Rules. The seat of arbitration shall be London, United Kingdom, the language of the proceedings shall be English, and judgment on any award made by the arbitrator may be entered in any court of competent jurisdiction.

Confidentiality and Data Protection

All complaints are handled confidentially and shared only with those who need to be involved in their resolution. Complaint information may be anonymised and used for internal training and review purposes.

All personal data is processed in accordance with our Privacy Policy and applicable data protection legislation, including UK GDPR.

Contact Details

Queries relating to this policy should be directed in writing to:

The Letting Partnership

3 Liverpool Gardens

Worthing

BN11 1TF

Or by email to:

enquiries@thelettingpartnership.co.uk