Complaints Procedure
Please read this procedure carefully.
This complaints procedure ("Procedure") explains how LETLY LTD, registered in England and Wales with company number 16256509 and registered address at Henry Wood House, 4–5 Langham Place, London W1B 3DG, United Kingdom ("Letly", "us" or "we") handles complaints from you ("you", "Complainant") in connection with:
Letly's software application known as Letly, including any related API, App, or Website from time to time ("Platform");
Provision by Letly of access and use of the Platform and any associated services ("Services"); and
Any online documents provided as part of the Services ("Documents").
This Procedure should be read alongside our Platform Terms & Conditions, which govern your use of the Platform and Services, and our Privacy Notice, which governs how we Process your Personal Data.
We are committed to delivering the highest level of service. Where something does go wrong, we aim to work swiftly and fairly to put it right.
Important Notice
If you do not contact us further within eight weeks of our written response, we will assume the matter has been resolved and the Complaint will be closed.
You should print or save a copy of this Procedure for future reference.
1. Definitions
The following defined terms are used in this Procedure:
Complaint means any expression of dissatisfaction by you with the Platform, Services, or our conduct, raised in accordance with this Procedure.
Final Response means our written response to a Complaint setting out the outcome of our investigation and any resolution offered.
Insurance Complaint means a Complaint relating to any insurance product or service we have arranged or provided.
Property Redress Scheme means Property Redress, the independent redress scheme of which Letly is a member under membership number PRS051592.
Working Day means any day other than a Saturday, Sunday, or public holiday in England and Wales.
2. How to Make a Complaint
2.1 Contact Methods
You may make a Complaint by any of the following methods:
Email: complaints@letly.ai
Telephone: 07774 864481
Post: LETLY LTD, Henry Wood House, 4–5 Langham Place, London W1B 3DG, United Kingdom
2.2 Information to Provide
To help us investigate efficiently, please provide:
your name and preferred contact details;
a clear description of the issue and the outcome you are seeking; and
any relevant reference numbers, dates, names, or supporting documentation.
2.3 Initial Resolution
We will aim to resolve any issue raised immediately on contact. Where this is not possible, your Complaint will be escalated to a manager who will investigate the matter in accordance with Section 3.
3. Our Complaints Process
3.1 Acknowledgement
We will send you a written acknowledgement within three Working Days of receipt of your Complaint. The acknowledgement will identify the person responsible for investigating the issues raised.
3.2 Investigation
We will:
collate as much information as possible; and
liaise with the various departments involved in order to establish all the facts.
3.3 Final Response
We will issue a Final Response within fifteen Working Days of receipt of your Complaint. The Final Response will inform you of the outcome of our investigation and ask whether the suggested resolution is satisfactory.
3.4 Extensions
If we require additional time to resolve your Complaint, we will provide you with a written explanation for the delay.
4. Escalation
4.1 Requesting a Review
If you feel your Complaint has not been fully addressed, please let us know. We will acknowledge your escalation within three Working Days of receipt, and your Complaint will be re-reviewed by a senior member of staff.
4.2 Final Response on Escalation
Where possible, a final response on escalation will be issued within fifteen Working Days. If we are unable to respond within this period, we will contact you to indicate when we anticipate a resolution and to inform you of your right to refer the matter to an independent third party in accordance with Section 5.
5. Independent Redress
5.1 Property Redress Scheme
If you are not satisfied with our Final Response, you may refer your Complaint to our independent redress scheme:
Property Redress
Limelight, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
Telephone: 0333 321 9418
Email: info@propertyredress.co.uk
Website: propertyredress.co.uk
Membership number: PRS051592
5.2 Eligibility and Time Limits
The Property Redress Scheme will only review Complaints which have either concluded with a Final Response from Letly, or where eight weeks have elapsed since the Complaint was first made.
You must refer your Complaint to the Property Redress Scheme within six months of our Final Response.
5.3 Effect of Decisions
Decisions issued by the Property Redress Scheme are binding on both you and Letly.
5.4 Propertymark
Letly is a member of Propertymark, the leading professional body for the property sector. Propertymark will investigate complaints against its members where evidence points to a breach of its Conduct and Membership Rules, which can lead to a disciplinary hearing.
In some cases, complaints may be resolved without a hearing, in which case you will be notified of the outcome in writing. Where there is sufficient evidence to proceed, a disciplinary hearing will be held before an independent tribunal panel.
Propertymark
Telephone: 01926 496 791
Email: complaints@propertymark.co.uk
Website: propertymark.co.uk/professional-standards/complaints
6. Insurance Complaints
6.1 Application
This Section 6 applies in addition to Sections 2 to 5 where your Complaint relates to insurance. Insurance Complaints will be dealt with separately to ensure compliance with applicable regulatory rules.
6.2 Acknowledgement and Response Times
We will acknowledge an Insurance Complaint within five Working Days of receipt.
Where we are unable to respond fully within four weeks of receipt, we will provide an update.
We will issue a Final Response within eight weeks of receipt.
6.3 Financial Ombudsman Service
Following our Final Response in respect of an Insurance Complaint, if you are unhappy with the outcome, you may refer the matter to the Financial Ombudsman Service:
Financial Ombudsman Service
Exchange Tower, Harbour Exchange Square, London, E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: financialombudsman.org.uk
6.4 Eligibility and Time Limits
You must follow this Procedure before referring your Complaint to the Financial Ombudsman Service.
You must contact the Financial Ombudsman Service within six months of receiving our Final Response.
7. Confidentiality
7.1 Confidential Handling
All Complaints are kept confidential and will be dealt with fairly.
7.2 Deemed Resolution
If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the Complaint will be closed.
8. How We Use Your Personal Information
We will Process Personal Data you provide in connection with a Complaint in accordance with our Privacy Notice. Where investigation of a Complaint requires us to share Personal Data with a third party (including the Property Redress Scheme, Propertymark, or the Financial Ombudsman Service), we will do so only to the extent necessary to handle the Complaint.
9. Other Important Terms
9.1 Changes to This Procedure:
We may update this Procedure from time to time. We will post the updated version on our website and, where appropriate, will notify you of material changes.
9.2 Governing Law:
This Procedure, its subject matter, and its formation (and any non-contractual disputes or claims) are governed by English law. We and you irrevocably agree to the exclusive jurisdiction of the courts of England and Wales.
9.3 No Effect on Statutory Rights:
Nothing in this Procedure affects your statutory rights or your rights to refer your Complaint to a competent regulator, ombudsman, or court of law.
9.4 Contact:
Any questions about this Procedure should be directed to complaints@letly.ai or to the postal address set out in Section 2.1.
Last updated: October 2025
