Complaint Procedure
Experience You Can Trust
Lettings Complaints Procedure
Shakier & Co is committed to delivering a high standard of service to both landlords and tenants. As members of recognised professional bodies and redress schemes, we follow established Codes of Practice and maintain a clear, fair complaints process that reflects the size and structure of our business.
Raising a Complaint
Most day-to-day concerns can usually be resolved quickly by speaking directly with a member of our lettings team. However, if you wish to raise a formal complaint, this must be submitted in writing.
Your written complaint should clearly outline the issue, including any relevant details or supporting documents such as terms of business, tenancy agreements, or inventories.
Please send your complaint to:
Lettings Complaints
Shakier & Co
Email: abs@shakierandco.co.uk
Telephone: 01273 037477
Our Review Process
Once received, your complaint will be acknowledged within 3 working days. It will then be investigated in line with our internal procedures.
We aim to provide a full written response within 15 working days, setting out our final position on the matter. You will have the opportunity to review our response and submit any further comments if you wish.
Escalating Your Complaint
If you remain dissatisfied after receiving our final response, you may request a further review by writing to us again using the contact details above.
Should the matter remain unresolved after our internal complaints process has been fully completed, you are entitled to seek independent redress.
Independent Redress
If more than 8 weeks have passed since your complaint was first raised, or if you are unhappy with our final response, you may refer the matter to The Property Ombudsman at no cost:
The Property Ombudsman
Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
Property Redress
Property Redress Scheme
Shakier & Co is a member of the Property Redress Scheme. If you believe your complaint has not been handled appropriately by ourselves, you may refer your complaint to the Property Redress Scheme for independent review.
The Property Redress Scheme investigates complaints relating to the actions of its members where there is evidence of a breach of their Code of Practice. This may include, but is not limited to, poor service, failure to follow professional standards, or failure to respond to correspondence.
Property Redress Scheme
Telephone: 0333 321 9418
Email: complaints@theprs.co.uk
Website: The Property Redress Scheme – Complaints Procedure