Complaints and Compliments

Leydon Lettings Agency wants all its customers to have a rewarding experience.

As well as receiving compliments, occasionally we receive complaints.

If you have a complaint that you feel has not been satisfactorily dealt with by our staff, please contact Jane Murrell in writing, preferably by email (), detailing your concerns.  Please allow 3 working days for acknowledgement. We will liaise with those involved to establish the facts and help resolve the matter. We will write to you within 15 working days after acknowledgement with the outcome of our investigation.

In the event you do not feel we have adequately responded to your concerns, then at your request, Leydon Lettings Agency will refer your complaint to our regulatory body TPO.

Leydon Lettings Agency is a member of The Property Ombudsman (TPO).  If you feel that Leydon Lettings Agency have not addressed your concerns to your satisfaction, TPO will consider your complaint if we have, or you allege we have:

Infringed your legal rights; or
Failed to follow the rules and obligations set for agents under the TPO Letting Code of Practice or any internal rules, procedures or statements of practice of the registered firm; or
Treated you unfairly; or
Been guilty of maladministration (including inefficiency or undue delay); in a way that results in you losing money or suffering avoidable aggravation, distress and/or inconvenience.

For more information please read the TPO’s and Ombudsman Services’ Consumer Guide. You can contact the TPO at:

The Property Ombudsman
Milford House
43-55 Milford Street

Telephone: 01722 333306
Fax: 01722 332296

“How we respond to complaints distinguishes our professionalism. We invite all feedback, good or bad – this sharpens our desire to excel.”

– Bob Leydon (Owner and Director)

Most problems are readily resolved between two reasonable people with action or explanation.