Complaints procedure

As a member of the Association of Residential Lettings Agents (ARLA) and The Property Ombudsman for Residential Letting Agents we aim to provide the highest standard of service to all our landlords and tenants in line with the ARLA Code of Practice.

All branch staff will deal with normal day to day problems on a one to one basis and will endeavour to resolve any issues as promptly as possible.

However, if you wish to make a formal complaint please review our complaints procedure for more information.

For Deposit Disputes, tenants and landlords have access to the following adjudication service:

The Dispute Service Ltd
1 The Progression Centre
42 Mark Road
Hemel Hempstead
HP2 7DW

Phone 0300 037 1000
Email deposits@tenancydepositscheme.com

For all other disputes:

The Association of Residential Letting Agents
Maple House, 53-55 Woodside Road,
Amersham, Bucks
HP6 6AA

ARLA will arrange for complaints to be assessed by an external Independent Case Examiner in line with the criteria and procedures set out in ARLA’s published complaints procedure.

Sales/Lettings Complaints

In the unlikely event that you are not satisfied with the service that you have received from scottfraser, please write in the first instance to the Tracey Hickford (Lettings Director, traceyhickford@scottfraser.co.uk) or Adrian Wraight (Sales Director, adrian@scottfraser.co.uk). If we are unable to resolve the situation to your satisfaction you will be referred to The Property Ombudsman.