Keylet Complaints Procedure

We hope your time with us at Keylet will be happy and without incident, but we know that sometimes problems arise and we have a complaints procedure in place to help resolve them quickly and satisfactorily.



Contact a member of the Keylet team in person or by phone at either of our offices to register the details of your complaint.

If we cannot resolve the matter over the telephone or in person we will ask you to put your complaint in writing. We will send you an acknowledgement of your letter within 3 working days. Your complaint will then be investigated and a written response will be issued within 10 working days of the acknowledgement.


If you are not satisfied with the reply, a Keylet Manager will review your complaint, the response and your observations. Our final viewpoint of the complaint will be issued to you in writing within 10 working days


If you are still unhappy after receiving the final response to your complaint, you can ask The Lettings Property Ombudsman to consider it. This is a free, impartial and independent service. You will need to submit your complaint within 12 months from the date of our final view point correspondence.