Elite Lettings Limited is a member of The UK Association of Lettings Agents for lettings and we aim to provide the highest standards of services to all our customers. To ensure that your interests are safeguarded we have the following complaints procedure in place.
The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers’ satisfaction by our branch colleagues.
Stage One – Branch/Lettings Manager
Complaints should, in the first instance, be directed to a Lettings Manager at the branch. They will acknowledge your complaint in writing within 3 working days (excluding weekends and public holidays) of receipt, in line with this procedure and then endeavour to liaise with you to resolve your complaint as quickly as possible, but no later than 15 working days from our letter of acknowledgement.
Stage Two – Director
If, after your response from the Lettings Manager you remain dissatisfied, you may address your concerns, in writing, to the Director. Once received your letter will be acknowledged within 3 working days, (excluding weekends and public holidays), and you will receive a response within 15 working days from receipt of your letter. If a longer timeframe is required you will be notified in writing with an explanation and indication of timescale.
The address to write to is:
Elite Lettings Limited
Office 136
107-111 John Street
Sheffield
S2 4QX
or email lettings@epilettings.com
Stage Three – The UK Association of Letting Agents
If you remain dissatisfied with the outcome of your complaint after dealing with the local branch and the Director or 8 weeks has elapsed since the complaint was first made, you may approach the UK Association of Lettings Agents without charge.
Details of how to contact the UK Association of Lettings Agents can be found on their website: www.ukala.org.uk.
The link to complete the complaint is: www.ukala.org.uk/contact-us/complaints-about-ukala-members.
They will guide you on the timescales for this to be dealt with.
