Complaints Procedure

In-House Complaints Procedure

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help improve our standards.

In the first instance, if you have a complaint which you are unable to resolve informally, please put it in writing to the member of staff who initially dealt with you, including as much detail as possible. This will then be responded to in line with the timeframes set out below (If you feel we have not sought to address your complaint within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally be dealt with by the member of staff who initially dealt with you. A formal written outcome of our investigation will be sent to you within fifteen working days of sending the acknowledgement letter.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

We will write to you within fifteen working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact the Property Ombudsman to request an independent review:

The Property Ombudsman Ltd
Milford House
43-45 Milford Street

01722 333 306

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure before being submitted for an independent review.


SCHEDULE 1 and 2 information

Information relating to distance, on and off-premises contracts

These terms only apply to consumers. If you are a business, these terms do not apply.  The requirements of schedule 2, which are not applicable, have been removed. 

(a) The levels of service available to the Landlord can be found in Section 1 of this agreement.

(b) The trading name of the company is Phoenix Lettings and Property Management Ltd

(c) The company can be contacted at:

Address: 301 The Old Court House, 18-22 St Peters Church Yard, Derby. DE1 1NN

Telephone number: 01332 206655

Email address: [email protected]

(d) and (e) We do not act on behalf of another trader

(f), (g), (h) and (j) See attached “Scale of Charges” 

(k) See attached “Complaints Procedure”

(l) The information on the right to cancel, and how to cancel, can be found in Appendix B of this agreement.

(n) The costs involved with invoking a right to cancel can be found in Appendix B.

(q) We have ongoing after sales service all available via our website or through contact details listed in (c) above.

(r) We are member of The Property Ombudsman

(s) The conditions for terminating this contract can be found in 5.1, 5.1.1, 5.1.2, 5.2 of the main agreement.