Complaints Procedure

If you are unhappy with any aspect of the service you have received from TLN Property, please raise it with your usual contact in the first instance. Many concerns can be resolved quickly and informally once we understand what has happened.

If you would prefer to make a formal complaint, please set out the details in writing, including what went wrong, when it happened and how it has affected you, together with your contact details so that we can respond.

We take every complaint seriously and handle it fairly, confidentially and without prejudice to your ongoing relationship with us. Our approach is as follows:

• We will acknowledge your complaint promptly, normally within five working days.
• We will investigate the matter thoroughly and impartially.
• We will provide a considered written response setting out our findings and any action we propose to take.
• Where we have got something wrong, we will say so, explain what we will do to put it right, and take steps to prevent it happening again.

If you are not satisfied with our response, you may ask us to review the matter again, and we will arrange for it to be considered by someone not previously involved.

Where your complaint relates to a matter that falls within the remit of a relevant ombudsman, redress scheme or regulator, we will tell you how to escalate it. Landlords should also note that local authority licensing decisions carry their own statutory appeal routes, which are independent of this procedure.

To raise a complaint, please contact TLN Property using the details provided on this website. We are committed to dealing with all complaints openly, promptly and constructively.