At Propertiva, Your Feedback Matters

We are committed to delivering an exceptional level of service across all areas of our business from lettings and property management to short-term lets, HMO support, and furnishing solutions.

While we strive for excellence in every interaction, we understand there may be occasions where you feel our service has not met your expectations. When this happens, we want to know.

Our formal complaints procedure exists to ensure every concern is addressed fairly, professionally, and in line with the requirements of our industry regulators.

Who Can Use This Procedure?

This complaints process is available to:

• Current or former landlords
• Existing or prospective tenants
• Short-term let guests
• Furnishing service clients
• Third parties dealing with Propertiva on property-related matters Before You Make a Formal Complaint

  We encourage you to raise any concerns informally with your assigned property manager or contact point first. Many issues can be resolved quickly without the need for a formal procedure.

  Still unsatisfied or unresolved? Please follow the steps below.

  Step-by-Step Complaints Process
  
  Step 1: Submit Your Complaint in Writing. Please email or write to us including the following:

• Your full name and contact details
• The property address (if applicable)
• The nature of the complaint
• Any supporting documentation
• The outcome you are seeking

Email: complaints@propertiva.co.uk

We do not accept complaints via phone, as we require a written record for transparency and

investigation.

Step 2: Acknowledgement of Receipt
We will acknowledge your complaint in writing within 3 working days of receipt.

Step 3: Investigation
Your complaint will be investigated thoroughly by a senior member of staff not directly involved in the matter. We may request further information to assist in our investigation.

Step 4: Response
We aim to issue a full written response within 15 working days of the original acknowledgement.

If more time is needed due to complexity or third-party involvement, we will notify you of the revised timeline and provide updates.

If You Are Not Satisfied With Our Response

If after receiving our final response you remain unsatisfied, you have the right to refer your complaint to The Property Ombudsman.

We are registered members of the scheme and bound by its decisions.

The Property Ombudsman (TPO) Website: www.tpos.co.uk
Email: admin@tpos.co.uk
Tel: 01722 333 306

Address: Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Complaints must be submitted to TPO within 12 months of receiving our final response.

Client Money Protection
We are members of UKALA (UK Association of Letting Agents) and comply with the Client

Money Protection Scheme, ensuring all client funds are safeguarded.

Accessibility

If you require this procedure in an alternative format (e.g., large print or another language), please contact us and we will be happy to provide it.

We Value Feedback

Even if you don’t wish to make a formal complaint, we welcome feedback about your experience with Propertiva. It helps us continuously improve the way we serve landlords, tenants, and partners.