If you are unable to resolve the issue informally, write to the member of staff who dealt with you, or their manager, so that they have a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you, and the remedy you are seeking.

If you are not satisfied with the initial response, address your letter to Carl Britton & Andrew Gilbert, Specialist Letting Agency, 209 Redhill Drive, Bournemouth, BH10 6AJ and ask for your complaint and the response to be reviewed.

Some issues may require longer to investigate fully. Where a matter requires more detailed investigation, you will receive an interim response describing what is being done and when a full reply can be expected.

If you are not satisfied with our final written response, you have two options to pursue the matter further.