Feedback & Complaints
At The Lettings Hub, our goal is to always provide excellent service to all of our customers and exceed their expectations wherever possible. We love to hear what you think and we do actually take action based on our customers’ feedback; so if you’ve got a suggestion on how we could improve our products and services, or you just want to tell us we’ve done a great job, send us an email at firstname.lastname@example.org.
We recognise, however, that sometimes things can go wrong and we may fall short of the high standards you should expect from us. If you find you are dissatisfied with the service you have received and you wish to make a complaint, please follow the steps below.
How to make a complaint
Call: 0345 241 2881
Post: Complaints, The Lettings Hub, 8 Axon, Commerce Road, Lynch Wood, Peterborough, PE2 6LR
When making a complaint, please confirm the following details so we can help you as quickly as possible:
your full name
your reference or policy number
what has gone wrong
what you’d like us to do to resolve your complaint
Most of our customers’ concerns can be resolved quickly and we will do our best to find a resolution to your complaint within three working days of receiving it. If your complaint is of a more complex nature, we may need longer to look into what happened and we may ask you for additional information.
If it’s not something we can resolve within three days, we will let you know what we will do next and when we hope to be able to provide you with a final response.
For insurance policyholders only
If you are not happy with our final decision or we have been unable to resolve your complaint within eight weeks of receiving it, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS) for an independent assessment and opinion.
To refer your complaint, please contact the FOS directly using the following details:
The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR
Call: 0800 023 4567 / 0300 123 9123