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COMPLAINTS PROCEDURE

COMPLAINTS PROCEDURE

Last updated: September 2026

LetSimple Ltd is committed to providing a professional, fair and transparent service. We aim to resolve concerns promptly and use complaints as an opportunity to improve our services.

This procedure is available free of charge and applies to landlords, tenants, prospective tenants and other consumers who have used or been affected by our residential letting, rent collection, property management or consultancy services.

  1. HOW TO MAKE A COMPLAINT

Please submit your complaint in writing using either of the following methods:

Email: info@letsimpleltd.co.uk

Post:

LetSimple Ltd
40 Henfield Road
London
SW19 3HH
United Kingdom

Please mark written correspondence “Formal Complaint”.

If you have difficulty making a complaint in writing or require a reasonable adjustment, please contact us by telephone on +44 (0) 7738 992 777. We will make reasonable efforts to provide an accessible alternative.

  1. INFORMATION TO INCLUDE

To help us investigate your complaint, please provide:

• your full name and contact details;
• the address of the relevant property;
• whether you are a landlord, tenant, prospective tenant or other party;
• a clear description of your complaint;
• relevant dates, names, documents and correspondence;
• details of any financial loss claimed, together with supporting evidence;
• the steps already taken to resolve the matter; and
• the outcome or resolution you are seeking.

Please provide copies rather than original documents wherever possible.

  1. ACKNOWLEDGEMENT

We will normally acknowledge your complaint in writing within three working days of receipt.

Our acknowledgement will confirm that the complaint has been recorded and is being investigated. If further information is required, we will explain what is needed.

  1. INVESTIGATION

Your complaint will be investigated fairly and based on the available evidence.

As LetSimple Ltd is operated by a sole director, the director will review the relevant file, tenancy or management agreement, accounting records, communications and any other available evidence.

Where appropriate, we may obtain information from a landlord, tenant, contractor, referencing provider, deposit protection scheme, bank, insurer, professional adviser or another relevant party.

Your information will only be shared where reasonably necessary and in accordance with our Privacy Notice.

  1. RESPONSE

We aim to provide a substantive written response within 15 working days after acknowledging your complaint.

Our response will normally:

• summarise our understanding of the complaint;
• explain the evidence considered;
• state whether the complaint is upheld, partially upheld or not upheld;
• give reasons for our conclusions; and
• explain any proposed remedy or further action.

Possible remedies may include an explanation, apology, correction of records, practical action, repayment of an amount properly due or another appropriate resolution.

If we cannot provide a complete response within 15 working days, we will explain the reason for the delay and provide an updated expected response date.

  1. FINAL RESPONSE

We will aim to conclude our internal complaints process as soon as reasonably possible and, in all cases, within eight weeks of receiving the complaint.

Our final response will confirm our final position and explain whether any further action or remedy is offered.

If you remain dissatisfied with our final response, or eight weeks have passed since you submitted your written complaint and the matter remains unresolved, you may be entitled to refer the complaint to Property Redress.

  1. PROPERTY REDRESS

LetSimple Ltd is a member of Property Redress.

Membership number: PRS035382

Property Redress provides an independent dispute resolution service for consumers. There is no charge to consumers for raising an eligible complaint.

Before Property Redress will normally consider a complaint, you must:

• first raise the complaint with LetSimple Ltd in writing;
• give LetSimple Ltd an opportunity, normally up to eight weeks, to investigate and respond; and
• remain dissatisfied with our final response, or or not have received a response within the applicable period.

A complaint to Property Redress should normally be made within 12 months of your last communication with LetSimple Ltd concerning the matter.

Information about eligibility and how to submit a complaint is available at:

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

Property Redress may accept certain urgent or exceptional complaints before the full eight-week period has passed in accordance with its rules.

  1. URGENT REPAIRS AND EMERGENCIES

This complaints procedure should not be used as the only method of reporting an urgent repair, safety issue, suspected gas leak, fire, flooding or another emergency.

Urgent property matters should be reported immediately using the emergency or repair contact arrangements provided for the relevant tenancy or property.

In an immediate emergency, contact the appropriate emergency service by calling 999.

  1. TENANCY DEPOSIT DISPUTES

Where a dispute concerns the return of, or deductions from, a protected tenancy deposit, the relevant government-authorised tenancy deposit protection scheme may provide a separate dispute resolution service.

The applicable deposit protection certificate and prescribed information should identify the relevant scheme and explain its dispute process.

  1. CONFIDENTIALITY AND RECORD KEEPING

Complaints will be handled with appropriate confidentiality. Information will only be shared with those who reasonably need it to investigate, respond to or resolve the matter, or where disclosure is required by law.

We will retain appropriate records of complaints, evidence, correspondence, decisions and outcomes in accordance with our Privacy Notice and applicable record-retention requirements.

  1. NO DISADVANTAGE FOR COMPLAINING

We will not treat a person unfairly or disadvantage them merely because they have made a genuine complaint.

Making a complaint does not remove or restrict any legal rights or remedies that may otherwise be available.

  1. REVIEW OF THIS PROCEDURE

This Complaints Procedure will be reviewed periodically and updated where necessary to reflect changes in our services, legal obligations or redress scheme requirements.

CONTACT DETAILS

LetSimple Ltd
Company number: 10716166
Registered office: 40 Henfield Road, London, SW19 3HH
Email: info@letsimpleltd.co.uk
Telephone: +44 (0) 7738 992 777
Property Redress membership number: PRS035382

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