Complaints Procedure

Stage 1

Informal Resolution

1. Contact us

• In the first instance, please contact the member of staff you have been dealing with directly. Explain your concerns so they can try to resolve the matter quickly and informally.
• You can do this in person, by phone, or by email.

2. Response time

• The staff member will aim to resolve the issue within 5 working days.

Stage 2

Formal Complaint

If your issue is not resolved to your satisfaction at Stage 1, you may escalate the complaint formally.

1. Submit your complaint in writing

• Send a written complaint to the Branch Manager via email or post.
• Please include:
  • Your full name, contact details, and property address (if applicable);
  • A detailed explanation of your complaint;
  • Any supporting evidence (e.g. emails, letters, or relevant documents).

2. Acknowledgement

• We will acknowledge your complaint in writing within 3 working days of receipt.

3. Investigation

• The Branch Manager will investigate your complaint thoroughly and fairly.
• You will receive a formal written response detailing the outcome of the investigation within 15 working days.

Stage 3

Escalation to Senior Management

If you remain dissatisfied with the outcome at Stage 2, you may request that your complaint be escalated to a Director of Trident Estates and Lettings.

1. Written appeal

• Submit your appeal in writing, explaining why you are dissatisfied with the previous response.

2. Review

• A Director will conduct an independent review of your complaint.
• A final written response will be provided within 15 working days of receipt of your escalation.

Stage 4

Independent Redress Scheme

If you remain dissatisfied after our final response, you have the right to escalate your complaint to an independent redress scheme.

• Trident Estates and Lettings is a member of The Property Redress Scheme (PRS), membership number PRS059361.
• You must refer your complaint to PRS within 12 months of our final response.