Lane Lettings is committed to providing a professional and high-quality service. We value feedback and take all complaints seriously. This procedure explains how complaints will be handled.
1. What is a complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the service provided by Lane Lettings.
2. How to make a complaint
Complaints should be made in writing in the first instance and sent to:
Lane Lettings
Email: info@lanelettings.co.uk
Address: 87 St Augustine Street, Taunton, TA1 1QL
Please include:
- Your name and contact details
- The property address (if applicable)
- Details of the complaint
- Any relevant supporting information
3. Acknowledgement
We will acknowledge receipt of your complaint within 3 working days of receiving it.
4. Investigation and response
Your complaint will be investigated thoroughly and fairly.
We aim to provide a written response within 15 working days of acknowledgement.
If further time is required, we will keep you informed of progress.
5. Escalation
If you are not satisfied with our final response, you may escalate the complaint to our redress scheme once we are members.
Details of our redress scheme will be provided upon request and will be displayed on our website.
6. Record keeping
All complaints and outcomes will be recorded and retained in accordance with data protection legislation.
7. Changes to this procedure
This complaints procedure may be updated from time to time.
Last updated: 15/01/26