First Choice Property Net are a member of the property ombudsman service (TPOS) and are committed to providing the highest and best standards of service to all our landlords and tenants. In order for us to ensure that your interests are safeguarded, we have put into place a complaints procedure which can be followed very easily.
If you believe you have a grievance, whether it’s a minor/major issue, please firstly raise your concerns verbally if the matter is unresolved then you can write in the first instance to:
Negotiator / Office Manager
First Choice Property Net
50 Wellington Street
Luton, Bedfordshire
LU1 2QH
Complaints made in writing will be acknowledged normally within 3 working days, however if it seems that the complaint is of a complex nature we may take a further few days which you will be notified of in advance. This particular complaint will be thoroughly investigated in accordance with our in house procedures and a formal written outcome of the complaint will be sent to you within 21 days. Should we require a longer timescale we will endeavor to advise you in writing with a revised response date.
Should you not be entirely satisfied with the outcome of your complaint, then you can write to:
Managing Director
First Choice Property Net
50 Wellington Street
Luton, Beds. LU3 2QH
The managing director will review the complaint thoroughly and write to you with the conclusion within 21 days of receiving your letter. Should this be of a complex nature then you will be notified of how much longer it will take to deal with your concerns. If you still are not satisfied with the managing directors review and proposed resolution, you may then approach:
The Property Ombudsman Service (TPOS)
Milford House
43 – 55 Milford Street
Salisbury
Wilts. SP1 2BP