Complaints Policy

Last updated: [13.10.2025]

🧾 LetLabs Complaints Policy

At LetLabs, we take pride in delivering a professional, transparent, and reliable service to all our clients, landlords, agents, and tenants.
We always aim to resolve any issues quickly and fairly. However, if you feel that we have not met our usual high standards, we want to hear from you so that we can put things right.

Step 1 – Speak to Your Point of Contact

If you are unhappy with any part of our service, please first contact the LetLabs representative you’ve been dealing with and explain the issue.
Most problems can be resolved quickly and informally at this stage.

Step 2 – Submit a Formal Complaint

If you remain dissatisfied after speaking with your point of contact, please set out your complaint in writing via email to:

📧 Email: complaints@letlabs.co.uk

When Submitting Your Complaint

To help us investigate your concerns efficiently, please include:

A clear summary of your complaint and what went wrong
Details of the people or departments involved
What outcome you would like to see
Any supporting evidence (emails, letters, photographs, etc.)

Our Response Timeframes

Upon receiving your complaint, we will:

📩 Acknowledge receipt within 3 working days
🕒 Provide a full written response within 10 working days of acknowledgment

If we cannot meet this timeframe, we will inform you in writing, explain the reason for the delay, and provide a new estimated response date.
Once a final written response has been issued, we may consider the complaint closed unless new information arises.

Step 3 – Escalation to the Property Redress Scheme

If you are not satisfied with our final response and have exhausted our internal complaints process, you may refer your complaint to the Property Redress Scheme (PRS) — our approved redress provider.

You must first ensure that:

You have made a formal complaint to us in writing
You have allowed at least 8 weeks for us to respond
You refer your complaint to the PRS within 6 months of our final written communication

Property Redress Scheme Contact Details

Website: www.theprs.co.uk
Email: info@theprs.co.uk
Telephone: 0333 321 9418
Post:
The Property Redress Scheme
Premiere House, 1st Floor
Elstree Way, Borehamwood
Hertfordshire, WD6 1JH

🪧 Membership No: PRS054901

At LetLabs, we are committed to resolving all complaints in a fair, transparent, and timely manner.
Your feedback helps us improve the quality of our service and uphold the professional standards we promise to every client.