Complaints Handling Procedure

Revision R1-2  |  Effective 15 October 2026  |  Review by 15 October 2027

Our commitment  Wren Letting Ltd aims to provide a professional service to every client and customer. If something goes wrong, please tell us so that we can investigate, respond and improve. This procedure applies to complaints about our letting, property-management and insurance-distribution services. We do not charge for handling a complaint.

How to make a complaint

You may complain by email, letter, telephone or in person. We may ask you to confirm information in writing, but we will not delay recording or considering your complaint while waiting for that confirmation.

Complaints lead  Toby Slade, Director

Email  toby@wrenlettings.co.uk

Telephone  01202 425000

Post  Wren Letting Ltd, 170 Tuckton Road, Southbourne, Bournemouth, BH6 3JX

Please explain what happened, the people and property involved, relevant dates, how the matter affected you and what outcome you are seeking. Include supporting documents where available.

We will make reasonable adjustments where needed. Please tell us if you need this procedure or our responses in another format, require language assistance or need a different way to communicate with us.

Stage 1 Acknowledgement and investigation

• We will record the complaint and acknowledge it within three working days of receipt.
• Our acknowledgement will identify the person handling the complaint, provide this procedure and explain when you should expect our response.
• We aim to provide a written response addressing each issue and any proposed resolution within 15 working days of receiving the complaint.
• If we need more time, we will explain why, describe what remains to be done and give a revised response date. Our internal process will not normally exceed eight weeks from receipt of the complaint.

Stage 2 Final review

If you remain dissatisfied, tell the complaints lead which issues remain unresolved and why. A director or senior manager who was not involved in the initial response will review the matter where practicable. We aim to issue our written final viewpoint within 15 working days of receiving the escalation.

The final viewpoint will explain our conclusions and any proposed resolution. It will also explain your right to refer the complaint to The Property Ombudsman.

The Property Ombudsman

If you remain dissatisfied after receiving our final viewpoint, or if we have not issued a final response within eight weeks of receiving your complaint, you may refer the matter to The Property Ombudsman. The service is free to consumers. A referral must normally be made within 12 months of the date of our final viewpoint letter.

Online  www.tpos.co.uk

Email  admin@tpos.co.uk

Telephone  01722 333306

Post  The Property Ombudsman, Unit 159756, PO Box 7169, Poole, Bh25 9EL

RICS Dispute Resolution Service

Where a dispute is outside The Property Ombudsman’s jurisdiction or another form of dispute resolution may be appropriate, information is available from RICS Dispute Resolution Service at www.rics.org/dispute-resolution-service, drs@rics.org or +44 (0)20 7334 3806.

Insurance and rent protection complaints

Complaints about Wren’s role in arranging or administering the Aviva Legal Expenses and Rent Protection service are handled under this procedure. This includes complaints about the information Wren provided, the way cover was arranged or renewed, charges, administration and the assistance Wren provided with a claim.

If a complaint concerns the insurance product, a decision made by Alan Boswell Insurance Brokers Ltd or Aviva Insurance Limited, or their handling of a claim, we may pass the relevant information to the appropriate firm and tell you that we have done so. The policy documents also contain the insurer and administrator complaint routes. This does not prevent Wren from investigating any part of the complaint that concerns Wren’s own service.

How we manage complaints

• We maintain a complaints log and retain the complaint, evidence, correspondence, decisions and outcome.
• We handle complaints promptly, openly and professionally and keep the complainant informed.
• We will consider whether the complaint or circumstances must be notified to our professional indemnity insurer, broker, regulator or another relevant organisation.
• We review complaints for recurring issues, lessons, training needs and improvements to our procedures.
• We review this procedure at least annually and whenever regulatory requirements or our business arrangements materially change.

RICS regulation

Wren Letting Ltd is regulated by RICS. RICS is a regulator rather than Wren’s consumer redress scheme. Reporting a regulatory concern to RICS is separate from referring an unresolved service complaint to The Property Ombudsman and does not replace the process above. Information about reporting concerns is available at www.rics.org/regulation/reporting-concerns.

Approved by Toby Slade, Director, on 15 October 2026