Complaints Procedure

We want to put things right when they go wrong. As a member of the Property Redress Scheme (membership number PRS055917), we follow a clear, time-bound complaints process.

How to complain

Email support@connectlettings.com with “Complaint” in the subject line, or write to us at our registered office. Please include your account email and a description of the issue.

Our commitments

• Within 3 working days — we acknowledge your complaint in writing.
• Within 8 weeks — we send you our final written response (our “final viewpoint”) setting out our position and any resolution.

If you're still not satisfied

If we cannot resolve your complaint within 8 weeks, or you are unhappy with our final response, you can refer the matter to the Property Redress Scheme, free of charge. The scheme asks that you give us at least 8 weeks to investigate before you escalate, and that your last contact with us about the issue was within the previous 12 months. Complaints are submitted through the scheme's own online form:

• Property Redress Scheme — membership number PRS055917
• www.propertyredress.co.uk

The scheme handles complaints about our service. Disputes between a landlord and a tenant (for example over a deposit) are handled by the relevant deposit-protection scheme's adjudication service, not by us.