Complaints Handling Policy
Last updated: February 25, 2026
Last updated: 25 February 2026
This Complaints Handling Policy explains how Letted Ltd ("Letted", "we", "us", or "our") deals with complaints from users, tenants, partners, and other stakeholders.
1. Purpose
We want to get things right, but we know that sometimes we will not. When that happens, we want to hear about it so we can put it right and learn from it. This policy sets out how to raise a complaint and what to expect when you do.
2. How to Raise a Complaint
You can submit a complaint by emailing support@letted.com with the subject line "Complaint".
Please include:
- Your name and contact details
- A clear description of what went wrong
- When it happened
- What outcome you are looking for
The more detail you give us, the faster we can look into it.
3. Acknowledgement
We aim to acknowledge every complaint within 2 working days. The acknowledgement will confirm that we have received your complaint and let you know who is handling it.
4. Investigation
We will look into your complaint fairly and thoroughly. Depending on the complexity, this may take anywhere from a few days to a few weeks. If we need more time, we will let you know and explain why.
5. Response
Once we have finished looking into your complaint, we will send you a written response explaining:
- What we found
- Whether we agree the complaint is justified
- What we plan to do about it
- Any steps we have already taken
We aim to resolve most complaints within 10 working days. Where a complaint is more complex, we will keep you updated on progress.
6. Escalation
If you are not satisfied with our response, you can ask for the complaint to be reviewed by a senior team member or founder. To do this, reply to the original response and ask for an escalation.
We will review the complaint again with fresh eyes and provide a final response within 10 working days of the escalation request.
7. External Recourse
If you remain unsatisfied after our internal process, you may have the right to raise the matter with a relevant external body, depending on the nature of the complaint. For data protection matters, this would be the Information Commissioner's Office (ICO).
8. Learning from Complaints
We track complaints so we can spot patterns and improve. All complaints are logged, and we review them periodically to identify areas where we can do better.
9. Review
This policy is reviewed at least once a year.
10. Contact
Letted Ltd 22 St. Albans Road Bristol, England, BS6 7SJ Email: support@letted.com
