Complaints policy

Bath Letting Agents

Last updated: January 2026

1. Our Commitment

STALLION COMPANY LIMITED, trading as Bath Letting Agents, is committed to providing a professional and transparent service. We recognise that complaints may arise and we take all complaints seriously.

This procedure explains how complaints are handled in a fair, consistent and timely manner.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction, whether justified or not, about our services, actions, or lack of action.

This includes complaints relating to:

property management or lettings services;

communication or conduct;

fees or charges;

delays or administrative issues.

3. How to Make a Complaint

Complaints should be submitted in writing and addressed to:

Email: info@bathlettingagents.co.uk

Post: Bath Letting Agents, 4 Queen Street, Bath, BA1 1HE

To help us investigate efficiently, please include:

your name and contact details;

the property address (if applicable);

a clear description of the issue;

copies of any relevant correspondence or documents.

4. Our Internal Complaints Process
Stage 1 – Acknowledgement

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

Stage 2 – Investigation

Your complaint will be investigated by a senior member of staff not directly involved in the matter where possible.

We aim to provide a written response within 15 working days, setting out:

our findings;

any actions taken; and

any proposed resolution.

Stage 3 – Final Review

If you remain dissatisfied, you may request a final internal review. A final written response will normally be issued within 15 working days of the request.

5. Independent Redress

If you are not satisfied with our final response, or if eight weeks have passed since you first raised the complaint, you may refer the matter to our redress scheme:

The Property Redress Scheme (PRS)
Website: www.theprs.co.uk

Referral to PRS must be made within the time limits set by the scheme.

6. Record Keeping

We maintain records of all complaints and outcomes to:

ensure consistency;

identify patterns; and

improve our services.

7. Changes to This Procedure

We may update this Complaints Handling Procedure from time to time. The latest version will always be available on our website.