Home / Complaints Procedure

Complaints Procedure

How to raise a complaint with us and how we handle it, fairly and professionally.

Last updated: August 2026

We are committed to providing a professional service to all our clients. If something has not met your expectations, we want to hear about it so we can put it right. We take all complaints seriously and aim to handle them fairly, promptly and transparently.

Step 1: Contact Us Directly

In the first instance, please get in touch with us so we can try to resolve your concern quickly and informally. You can reach us by email at info@ascendlettings.co.uk or by phone on 020 3432 4165. Many concerns can be resolved at this stage.

Step 2: Make a Written Complaint

If your concern is not resolved, or you would prefer to put it in writing, please send us a written complaint by email to info@ascendlettings.co.uk. We will acknowledge your written complaint promptly and carry out a full and fair investigation. We will then provide you with a written response setting out our findings and any proposed resolution.

Step 3: Escalation to the Property Redress Scheme

Ascend Lettings is a Property Redress Scheme member. If you remain dissatisfied once our internal complaints process has been completed, or if we have been unable to resolve your complaint within the applicable timeframe, you may be entitled to refer your complaint to the Property Redress Scheme for independent review.

Property Redress Scheme contact details: [PROPERTY REDRESS SCHEME CONTACT INFORMATION].

Response Timeframes

  • We aim to acknowledge written complaints within a few working days of receipt.
  • We aim to provide a full written response within a reasonable period following our investigation.
  • If we need more time to investigate fully, we will let you know and keep you updated.

What to Include in Your Complaint

To help us investigate and respond effectively, please include the following where possible:

  • Your name and preferred contact details
  • The property or service your complaint relates to
  • A clear description of what went wrong and when
  • Copies of any relevant correspondence or documents
  • What you would like us to do to put things right

We appreciate you taking the time to let us know when something is not right. Your feedback helps us maintain and improve the standard of our service.