Complaints Process

123let.com aims to strike a fair balance between the interests of Landlords and Tenants. We operate to a Code of Practice (CoP) recognised by leading industry standards. This covers every aspect of letting residential properties and is designed to provide the highest standards for the private rented sector. The majority of disputes involving landlords, tenants and agents come about because one party or more may have misunderstood their responsibilities. It is important to read your tenancy agreement (if you are a tenant) or your accepted business terms and conditions (if you are a landlord) very carefully and make sure that you are keeping to your side of the agreement.

What if I am not happy with the performance of 123let.com?
If you are a Landlord*: You must report any dispute/complaint/banking error within 7 days of last rent payment being paid from us to you via BACS. Any dispute/complaint/banking error delivered after this 7 day timeframe will be rejected. If you have a compliant about any issue relating to our service regarding the letting/management of your properties, you must direct this in writing to The Managing Director within 7 days of last rent payment paid by us to you via BACS stating the property address in question via email at info@123let.com and by a hard written copy via Royal Mail recorded delivery to 123let.com, 1017 Industrial Boulevard, Suite 16255, Louisville, Kentucky (KY) USA where it will be investigated and a potential resolution offered within 30 days. Any complaint received by 123let.com after this 7 day timeframe will be rejected and may not be responded to. It is the sole responsibility of the Owner/Landlord to ensure all funds are received into your nominated bank account regarding rents received. As statements are provided to you via email, additional financial reports, copy statements, annual rent schedules etc. for income tax purposes / overseas absent Landlords etc. will be chargeable to you. Upon a complaint reported within the 7 day timeframe, an investigation will be implemented with The Managing Directors decision being final and cannot be contested. Complaints received after this timeframe will be rejected.
If you are a Tenant / Prospective Tenant*: You must report any dispute/complaint/banking error within 7 days of last rent payment being paid from you to us via standing Order. Any dispute/complaint/banking error delivered after this 7 day timeframe will be rejected and may not be responded to. Any repair to the property must be advised to us in writing or via email at info@123let.com immediately to which we will reply within 14 days and execute any remedial works required (pending entry into the property).
As a member of UKALA we belong to the Ombudsman Services: Property independent dispute resolution scheme for property redress purposes.
We are required to operate and abide by an in-house complaints process, in accordance with the UKALA Code of Practice. If you are unhappy with the performance of 123let.com as your agent you should write to us in the first instance and give us a reasonable opportunity to resolve the issue. All disputes must be addressed within the timeframe shown below to provide adequate opportunity to recall all information required and a response to you. Any complaint issued/received outside the required timeframe / after the closure of business between you and us will be rejected and no response may be actioned. To enable an investigation into a complaint you (the tenant) or (the landlord) must have adhered to your tenancy agreement or your terms & conditions of business.
If you receive our final response to a complaint and you remain unhappy providing you have adhered to the 7 day timeframe conditions* and the complaint is still unresolved, an Ombudsman may be able to assist providing you have adhered to the above terms in full.
You can contact UKALA in writing: email: info@ukala.org.uk
Address: UKALA, 2nd Floor, 200 Union Street, London SE1 0LX.
About Ombudsman Services: Property
Ombudsman Services give independent and impartial decisions on complaints. The service is free for consumers (landlords and tenants) to use. They operate under appropriate legislation and with the approval of regulatory authorities and trade bodies such as UKALA. Ombudsman Services are not a watchdog or regulator - their job is to resolve complaints, not punish agents they resolve complaints against. Ombudsman Services are independent so do not take sides.
What are the timeframes for making a complaint?
There are strict company rules when we the Agent & the Ombudsman Services can accept a complaint*
For all complaints you must adhere to the following without exception: If you are a Landlord*: You must report any dispute/complaint/banking error within 7 days of last rent payment being paid from us to you via BACS. Any dispute/complaint/banking error received after this 7 day timeframe will be rejected and may not be responded to.
If you have a compliant about any issue relating to our service regarding the letting/management of your properties, you must direct this
in writing to The Managing Director within 7 days of last rent payment paid by us to you via BACS stating the property address in question via email at info@123let.com and by a hard written copy via Royal Mail recorded delivery to 123let.com, 1017 Industrial Boulevard, Suite 16255, Louisville, Kentucky (KY) USA 
If you are a Tenant/Prospective Tenant*: You must report any dispute/complaint/banking error within 7 days of last rent payment being paid from you to us via standing Order in writing to The Managing Director within 7 days of last rent payment paid by us to you via BACS stating the property address in question via email at info@123let.com and by a hard written copy via Royal Mail recorded delivery to 123let.com, 1017 Industrial Boulevard, Suite 16255, Louisville, Kentucky (KY) USA 
Any dispute/complaint/banking error delivered after this 7 day timeframe will be rejected and may not be responded to.
How do Ombudsman Services handle complaints?
Ombudsman Services help to resolve complaints as quickly as possible with the most appropriate outcome. They aim to resolve complaints using negotiation. Complaints are usually resolved with six to eight weeks.
Putting things right
Ombudsman Services role is to resolve the complaints appropriately for you. They are not there to punish companies or Agents when things go wrong.