We take every complaint seriously and aim to resolve issues quickly and fairly.
At VKY Lettings Ltd, we aim to provide exceptional property management and letting services to all our landlords, tenants, and clients. However, if something goes wrong, we want to address and resolve it as quickly as possible.
This policy outlines how you can make a complaint and how VKY Lettings will handle it. Our procedure is split into two frameworks depending on the nature of your complaint:
If you are dissatisfied with our letting or property management services (e.g., maintenance delays, fee disputes, communication issues), your complaint will follow our two-stage internal procedure in line with the UK Association of Letting Agents (UKALA) Code of Practice.
Please submit your complaint in writing to:
Please include your full name, property address, contact details, a description of the issue, and what outcome you hope to achieve.
Stage 1: Initial Manager Review
Stage 2: Final Director Review
If you remain dissatisfied with the Stage 1 outcome, you may request a Stage 2 review within 10 working days of receiving our Stage 1 response.
As members of UKALA, VKY Lettings Ltd is registered with the Property Redress Scheme (PRS).
If we cannot resolve your complaint internally after completing both stages, or if 8 weeks have passed since you submitted your initial complaint without resolution, you may refer your grievance free of charge to the PRS:
Note: You must refer your complaint to the PRS within 12 months of receiving our Final Viewpoint Letter.
If your complaint concerns how VKY Lettings processes, stores, or handles your personal information, or relates to Subject Access Requests (SARs) or data protection rights under UK GDPR / Data Protection laws, it will be handled under this section.
Data protection complaints may be submitted via any channel convenient to you:
If you are unhappy with how we handled your personal data or if we failed to resolve your data protection complaint satisfactorily, you have the right to lodge a complaint directly with the UK supervisory authority:
All complaints received under both Section A and Section B are recorded in VKY Lettings’ Central Complaint Log. Records include the date received, contact details, nature of the grievance, investigation notes, copies of written responses, and final outcome notes for auditing and regulatory compliance.