Complaints Procedure

1. Who we are

Fairlylet is a trading name of Hal Kingsland, a sole trader. Hal Kingsland is a member of the Property Redress Scheme (membership number PRS061274). Membership started on 12 October 2026 and expires on 11 October 2027. Membership of the Property Redress Scheme does not mean that the scheme endorses, approves or guarantees Fairlylet’s services.

Fairlylet provides residential letting support, including tenant finding, referencing and tenancy setup or administration. It does not provide full ongoing property management, and it does not collect rent, tenancy deposits or other client money.

2. Who can make a complaint

You can use this procedure if you are:

• a landlord, or someone asking Fairlylet to help let a property
• a tenant or prospective tenant using Fairlylet’s qualification, matching or property-introduction service
• anyone else directly affected by a Fairlylet service

Hal Kingsland deals with complaints himself. There is no separate complaints department or second internal review.

3. How to make a complaint

Please put your complaint in writing, so there is a clear record. Email is the simplest way.

Fairlylet
Email: hello@fairlylet.co.uk

Correspondence address:
Cockles House
Clapwater
Fletching
Uckfield
East Sussex
TN22 3YA

If you first raise a complaint by telephone, Fairlylet will make a written record of it and may ask you to confirm that the record accurately reflects your complaint. A complaint will not be refused only because it was first raised by telephone.

4. What to include

Please include:

• your name and a way to contact you
• whether you are a landlord, a tenant, or someone else
• the property address, if the complaint is about a property
• what happened, and when
• what you would like Fairlylet to do
• copies of any emails, letters or other documents that matter

5. Acknowledgement

Fairlylet will send a written acknowledgement within 5 working days of receiving the written complaint. That acknowledgement will say that Hal Kingsland is dealing with it, and what happens next.

6. How the complaint is looked at

Hal Kingsland will read the complaint, the relevant file and the correspondence. He may ask you, or someone else involved, for more information. He will consider the complaint fairly, including where it is about his own conduct.

If more information is needed, the time taken to receive it can affect how quickly a full reply can be sent. Fairlylet will tell you if that happens.

7. Written response

Fairlylet will send a written response as soon as the investigation is complete, and in any event within 8 weeks of receiving the written complaint. The response will explain what was found and what Fairlylet will do, or why it does not agree with the complaint. If it is the final response, Fairlylet will say so.

The 8-week period is the time the Property Redress Scheme says a complainant should allow a member to try to resolve the complaint. It comes from section C1 of the Property Redress Scheme Conditions of Resolution, 5th edition, valid from 1 June 2024. If Fairlylet cannot reply within 8 weeks, it will write before then to explain why.

8. If you are still unhappy

If you have received a final response and you are still unhappy, you may be able to refer the complaint to the Property Redress Scheme without waiting for the full 8 weeks. You may also refer it if 8 weeks have passed. The scheme may accept a complaint sooner if the issue needs urgent resolution, or if Fairlylet is not responding within a reasonable time.

Before the scheme will consider a complaint, your last communication with Fairlylet about the issues must have been within the previous 12 months. The scheme decides whether it can accept the complaint. Its published conditions also say that it may not investigate a complaint in some situations, including where court proceedings have started, where the amount claimed is over £25,000, or where another body, such as a court or a tenancy deposit scheme, is the more appropriate place.

Raising a complaint with the Property Redress Scheme is free to the consumer. The scheme’s published conditions say a complaint can be raised online, by post, or where necessary by telephone. How to do that is explained on the scheme’s how it works page.

9. Your other rights

Using this procedure does not remove any other legal rights you may have.

10. Personal information

Fairlylet keeps a record of the complaint, the evidence, the investigation and the response so it can deal with the complaint and with any later referral. Those records may be shared with the Property Redress Scheme if you refer the complaint, and with anyone else who needs to see them for the investigation. They are handled in line with the Fairlylet Privacy Notice. The notice explains that complaint records are kept for the period required, or reasonably necessary, for that purpose. This procedure does not set a different retention period.