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Complaints Procedure

Penyards Lettings and Management is a member of the Property Ombudsman Service

Penyards Lettings and Management – Making a complaint

Penyards Lettings and Management is a member of the Property Ombudsman Service. We aim to provide the highest standards of service to all of our customers. Below is our complaints procedure, we aim to deal with your complaint as quickly and efficiently as possible.

Stage 1

All complaints in the first instance should be directed to the Director of Compliance and Training, Judith Davis (.(JavaScript must be enabled to view this email address)). In your letter or email you should set out the details of your complaint, the consequences for you as a result and the remedy you are seeking. We will endeavour to resolve your complaint immediately however please allow 3 working days for your complaint to be acknowledged. You will get a response and explanation within 15 working days.

Stage 2

If you are not satisfied with the initial response to the complaint you can write to Mike Turner, Associate Director and ask for the response to be reviewed. You can expect the Associate Director to acknowledge your request within 3 working days of receipt of your letter/email and provide you with a written response within 15 working days.

Note: If you are still dissatisfied with the response from Penyards Lettings and Management you can contact The Property Ombudsman Service. Details of how to do this can be found online at

The Property Ombudsman
Milford House
43-55 Milford Street