Internal Complaints Procedure

At Diverse Lets we aim to make the lettings process straightforward, fair and stress‑free. We work hard to provide a professional, consistent and friendly service. If something hasn’t met your expectations, we want to know so we can put it right.

Step 1 — Raise the Issue Informally

If you are unhappy with any part of our service, please first speak to (or telephone) the person who has been dealing with your matter.
Most concerns can be resolved quickly at this stage.

Step 2 — Make a Formal Complaint

If you remain dissatisfied after speaking to the person handling your matter, you may submit a formal complaint in writing.

Write to us at:

Email:

Post:
Diverse Lets, 1 Chestnut Drive, Bushby, Leicester LE7 9RB

What to include

To help us investigate your complaint efficiently, please provide:

  • A clear summary of your complaint and why you feel we have fallen short
  • What outcome you would like
  • Any relevant details, such as:
    • Names of staff you have spoken to
    • The property address involved
    • Dates and times of any incidents
    • Phone numbers or email addresses used
    • Copies of correspondence or supporting documents

Our response times

  • We will acknowledge receipt of your complaint within 10 working days
  • We will provide a full written response within 10 working days of the acknowledgement
  • If we cannot meet this timescale, we will explain why and confirm when you can expect a full reply

Once we have issued our final written response, the complaint may be considered closed. We reserve the right not to enter into further correspondence after this point.

Step 3 — Independent Redress

We are members of Property Redress (PR).
If you remain dissatisfied, you may refer your complaint to PR.

You may contact PR if:

  • At least 8 weeks have passed since your written complaint to us, and
  • It is within 6 months of our final communication regarding your complaint

The PR is a government‑approved redress scheme (Ombudsman) that provides an independent review. Their service is free for consumers.

Property Redress contact details

Web: https://www.propertyredress.co.uk/

Post:
Studio 3, Limelight, Elstree Way, Borehamwood, WD6 1JH

You can contact them directly or complete the online Complaints Form on their website.

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