Step 1: Email your complaint to [email protected] or post to Unity Lets, 96 North Hill, Plymouth, PL4 8EX.
Please include a full timeline of events and full correspondence in writing/email. Your complaint will be acknowledged within 3 working days of receipt. Unity will review and respond within 15 working days. In exceptional cases, where the timescale needs to be extended beyond this limit, the complainant will be kept fully informed and an explanation provided.
If not resolved then please proceed to the next step.
Step 2: Request escalation to Stage 2 for review
If you are not satisfied with the response at Stage 1, please request escalation to Stage 2 addressed to the Branch Manager. Further investigation will be undertaken and a written statement of response will be provided within 15 working days.
If not resolved then please proceed to the next step.
Step 3: Refer the matter to The Property Ombudsman within 12 months
The Property Ombudsman
Unit 159756, PO Box 7169, Poole, BH15 9EL / www.tpos.co.uk