Complaints Procedure.

Summersmith Lettings Ltd

Last Updated: 12th March 2026

At Summersmith Lettings Ltd, we are committed to providing high-quality property management and letting services. We value feedback and take complaints seriously. This procedure explains how you can raise a complaint and how we will handle it.

1. Who Can Complain

This procedure applies to:

  • Tenants

  • Landlords

  • Applicants

  • Contractors or service providers engaged by Summersmith Lettings Ltd

Complaints should relate to our services, staff behaviour, or any aspect of the tenancy or property management process.

2. How to Make a Complaint

You can submit a complaint in writing or verbally. Please include as much detail as possible, including:

  • Your name and contact details

  • Property address (if relevant)

  • A clear description of the issue

  • Any steps already taken to resolve it

Contact details for complaints:

Summersmith Lettings Ltd
10 Bonet Lane
Rotherham, South Yorkshire, S60 5NE
United Kingdom

Email: info@summersmith.co.uk
Phone: 07306108360

3. Complaints Handling Procedure

  1. Acknowledgement

    • We will acknowledge receipt of your complaint within 3 working days.

    • You will be informed who is handling the complaint.

  2. Investigation

    • The complaint will be investigated by an appropriate member of staff.

    • Relevant documents and parties may be consulted to fully understand the issue.

  3. Response

    • We aim to provide a full response within 15 working days.

    • If the investigation takes longer, we will update you and provide a revised timescale.

  4. Resolution

    • Our response will include:

      • Findings of the investigation

      • Actions we propose to resolve the issue

      • Your options if you are dissatisfied with the outcome

4. Escalation

If you are not satisfied with our response, you may escalate your complaint to the Director of Summersmith Lettings Ltd by writing to:

Rebecca Smith
10 Bonet Lane
Rotherham, South Yorkshire, S60 5NE

We will review the complaint and provide a final response within 15 working days.

5. Alternative Dispute Resolution

Summersmith Lettings Ltd is a member of a government-approved property redress scheme, as required by law.

If you remain dissatisfied after our internal complaints process, you have the right to refer your complaint to an independent body:

Complaints to these bodies must generally be submitted within 12 months of the issue arising.

6. Record Keeping

We will:

  • Keep a record of all complaints received, investigations, and outcomes.

  • Retain records in accordance with the Data Protection Act 2018 and UK GDPR.

  • Use complaint data to improve our services and prevent recurrence of similar issues.

7. Confidentiality

All complaints will be handled confidentially. Personal information will only be shared with those involved in investigating or resolving the complaint and will be processed in line with our Privacy Policy.

8. Policy Review

This Complaints Procedure is reviewed regularly to ensure effectiveness and compliance with UK law.

Once in receipt of the Property Redress review you have 6 months in which to refer your complaint to Propertymark for further details please see link here: https://www.propertymark.co.uk/professional-standards/complaints.html.