Complaint Handling Procedure

We understand that sometimes things can go wrong and if they do we are committed to resolving problems with the minimum of inconvenience.

Our complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible. Should you require assistance with this process, please email us at: Whilst we cannot deal directly with your complaint, we are here to help.

We have a standard procedure for handling complaints which is as follows and we recommend you keep a copy of all correspondence:

  1. Making a complaint

In the first instance your complaint should be directed to your letting manager.  It is always helpful to provide your complaint in writing, but we will resolve matters informally for speed and customer service wherever possible.  If you are unsatisfied with the response, you should contact the Office Manager in writing. Your complaint will be acknowledged within 7 working days. The branch will conduct a full and thorough investigation and a full written response will be sent within 20 working days. The response may be longer during the current pandemic.  We will endeavour to keep you updated by telephone.

  1. If you remain dissatisfied

If you feel the matter remains unresolved you should write to Paul Fisher (Director of Yirli Ltd) directly explaining why you are unhappy with the response. The Director will conduct a comprehensive review of your complaint and will give a final viewpoint in writing within 10 working days. Paul Fisher can be contacted at: Suite 6, Fort Bridgwood, Maidstone Road, Rochester, Kent, ME1 3DQ

  1. Independent redress

In the unlikely event that you are still dissatisfied then you may refer the matter to the Property Redress Scheme at the following address:

Property Redress Scheme
Premiere House
1st Floor, Elstree Way

Please be aware that you have up to 12 months from the date of the final viewpoint letter to refer your complaint to our Redress Scheme in writing.

  1. What next?

You will receive written confirmation from the Property Ombudsman that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.

The complaint will be reviewed by the Property Ombudsman’s office together with the response from the branch and a recommendation will be made to the Ombudsman who will then make a final decision which is binding upon the branch in question.