Complaints Procedure

If you have a complaint about any work carried out by Jane York Lettings & Management Ltd, this procedure will be followed.

Send written details of your complaint to:, Jane York. Jane York Lettings & Management Ltd (jane@jane-york.co.uk). We will acknowledge receipt of the complaint in writing within 7 days of receipt of the written summary of complaint.

The written summary of complaint will be shown to the Managing Director, with a request for written comments concerning the complaint. Such written comments will be shown to you and this process will be undertaken within two weeks of receipt of your written complaint. You will be asked if there are any other comments that you wish to make to the person dealing with the complaint. Within 28 days of receiving the complaint, it will be thoroughly investigated and you will be contacted to inform you of the outcome and what action has been taken or will be taken.

If a complaint remains or you are dissatisfied, a separate review of the complaint and the manner in which it was conducted will be carried out, and you will be contacted within 21 days to inform you of the conclusion to this review.

If you are still dissatisfied with the handling of the complaint or the outcome thereof, the firm will endeavour to resolve this promptly through negotiations or otherwise agree to enter into a mediation process in accordance with the Centre for the Dispute Resolution (CEDR) Model Mediation Procedure, or alternatively the mediation service operated by the Royal Institute of Chartered Surveyors.

If the complaint has still not been satisfactorily resolved, we will agree to the referral of the complaint to the surveyors and valuers arbitration scheme operated by the Chartered Institute of Arbitrators, 24 Angel Gate, City Road, London, EC1V 2RS, from whom details of the scheme may be obtained.

Jane York Lettings and Management Ltd are members of The Property Ombudsman (TPO). The TPO are able to resolve disputes referred by landlords or tenants, and relating to lettings and management agents that are members of the Scheme. These agents follow the Code of Practice for Letting Agents. Note that disputes relating to repayment of deposits paid by tenants and which are protected by an approved Tenancy Deposit Scheme should be referred to the relevant deposit protection scheme.