Starlet Lettings Ltd – Customer Complaints Procedure

Effective Date: November 2025

1. Introduction

As a firm accredited by SafeAgent, Starlet Lettings Ltd aims to ensure complete satisfaction
with our services. However, if something goes wrong, we encourage you to let us know so we
can address the issue and improve our standards.

2. Initial Resolution

If you have a complaint, please first speak to the staff member you normally deal with. They will
aim to resolve the issue on the same day. If they require more time, they will explain why and
provide an estimated timeframe.

3. Submitting a Formal Complaint

If your concern is not resolved informally, you may submit a formal complaint in writing via
email or letter. If you need assistance in writing your complaint, please contact us and we will
document it for you.

4. What to Include in Your Complaint

Please include the following details when contacting us:
• Your name and contact details
• Your relationship to the property (e.g., tenant, landlord, applicant)
• The full address of the property, if applicable
• The aspect of our service you are complaining about
• How you would like us to resolve the matter

5. How to Contact Us

By Post:
Complaints Manager
Starlet Lettings Ltd
Friar Gate Studios, Ford Street, Derby DE1 1EE
By Email: info@starletlettings.co.uk

6. What Happens Next

We will acknowledge receipt of your complaint within three working days and include a copy of
this procedure. We will investigate your complaint and send a written response within ten working days of
acknowledgment. If more time is needed, we will explain why.
If you remain dissatisfied, you may request a review by a senior member of staff. We will
respond within ten working days of receiving your request, confirming our final viewpoint.
If you are still unhappy after our final response, you may refer your complaint to our
independent redress scheme below.

7. Independent Redress Scheme

The Property Redress Scheme (PRS)
Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
Tel: 0333 321 9418
Website: www.theprs.co.uk
Please note: Complaints must be submitted to the PRS within 12 months of receiving our final
response. The PRS requires that all complaints are first addressed through this in-house
procedure before submission for independent review.

8. Review and Updates

This procedure is reviewed annually to ensure compliance with SafeAgent and Property
Redress Scheme requirements.