Complaints Handling Procedure

Fish2let.com Ltd (trading as Fish2let and Fish2sell)

Version: 2.1
Last Reviewed: 16 April 2026

  1. Our Commitment
    Fish2let.com Ltd is committed to providing a professional and transparent service and to handling complaints fairly, consistently and promptly.

We are members of Propertymark and registered with The Property Ombudsman.

  1. What This Covers
    This procedure applies to complaints from clients, customers and consumers in relation to our lettings, property management, sales and associated services.

  2. How to Make a Complaint
    If you wish to make a complaint, please contact us in writing (email or post) and include as much detail as possible so we can investigate fully.

Email: enquiries@fish2let.com

Post:
Fish2let.com Ltd
Ashby House
Bath Street
Ashby-de-la-Zouch
Leicestershire
LE65 2FH

  1. Stage 1 – Investigation
    We will:

    • acknowledge receipt of your complaint within 3 working days
    • investigate the matter thoroughly and impartially
    • provide a formal written response within 15 working days

  2. Stage 2 – Final Review
    If you remain dissatisfied, you may request a further review of your complaint.

This review will be carried out by a senior member of staff or director who has not previously been involved where possible.

We will issue our final written response within 15 working days of receiving your request.

  1. Referral to The Property Ombudsman
    If you remain dissatisfied after completing our internal complaints procedure, or if more than 8 weeks has passed since you first raised your complaint, you may refer the matter to:

The Property Ombudsman
33 The Clarendon Centre
Salisbury Business Park
Dairy Meadow Lane
Salisbury
Wiltshire
SP1 2TJ

Telephone: 01722 333306
Email: admin@tpos.co.uk

You should refer your complaint within 12 months of receiving our final response.

  1. Propertymark Membership
    Fish2let.com Ltd is a member of Propertymark and adheres to its Conduct and Membership Rules.

Propertymark is not a redress scheme but works to promote high professional standards within the property industry.

Propertymark
Arbon House
6 Tournament Court
Edgehill Drive
Warwick
CV34 6LG

Telephone: 01926 496800
Website: www.propertymark.co.uk

  1. Continuous Improvement
    We review complaints regularly to identify trends, improve our service and provide additional staff training where required.
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How can we help? Drop us a line, we’d love to hear from you

Fish2let.com LTD T/A Fish2sell - Ashby-de-la-Zouch 01530 431666

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