Complaints Procedure

UrbanShare is a member of the U.K. Association of Letting Agents (UKALA) and the PRS. By belonging to these organisations, we are required to follow strict professional standards.

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Stage One

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure. We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

Stage Two

Need to get further advice and information

Citizens Advice
+44 7831 389162
Monday – Friday 9:00am – 5:30pm

Stage Three

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

By Post – Property Redress Scheme

Premiere House,
50 Pyrles Ln, Loughton, IG10 2NN

By Phone – +44 7831 389162 (9.00am to 5.30pm Monday-Friday)

By Email – help@brenlandproperties.com, setup@orchardresults.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.