Our Complaints Procedure


Fleur Lettings Ltd, Birdlip, Christchurch Road, Ferndown, Dorset, BH22 8TA



Our aim is to provide a first class service and to do everything we can to ensure you are satisfied with the service our Landlords and Tenants receive from Fleur Lettings -  but occasionally things may go wrong.


If you have a complaint we ask that you contact us as soon as possible, but no later than 14 days after the event has happened.


If you do feel that we have fallen short of our normal high standards and you wish to complain, here is our Complaints Procedure:-


A) Initially, please telephone Debbie Boyes, Director or Mandie Thake, Lettings Manager and explain what has happened.   We hope that we will be able to resolve the matter during that call.


B) If we do not manage to resolve this by phone, we will provide you with a copy of this Complaints Procedure.


C) Please set out your complaint in writing and email it to info@fleurlettings.net


To help us resolve your complaint, we would ask that you include the following information and evidence, where applicable :- 


• An outline of your Complaint explaining why you feel that we have fallen short of our usual high standards


• What you would like us to do to resolve it


• Any specific details that you feel would assist us with resolving your complaint, for example :-


Nature of your complaint eg maintenance, customer service, security etc


Name of person(s) who you are complaining about or event you are complaining about


Dates and Times when issues occurred  


Any written correspondence in connection with your Complaint


Any other documentation in support of your Complaint



D) The timescales for dealing with your Complaint are then as follows. 


• You will receive an acknowledgement of your Complaint within 3 working days.


• Within 15 working days of the acknowledgement, you will receive a full written response.


• We will do our best to meet these timescales, but we will let you know if we are running a little late if, for example, we are waiting for information from a third party.


E) When you have read our response, please let us know if you are happy with our findings or resolution, so that we can close your Complaint.


F) We are members of The Property Redress Scheme and our Membership Number is PRS018643.  

 If you remain unhappy with the response received from us and feel that you have exhausted Our Complaints Procedure, 

you can contact the Scheme to ask them to investigate your complaint on Tel: 03333 219418.




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