BETTO LETTINGS

RESIDENTIAL ESTATE AGENTS & LETTING AGENTS – COMPLAINTS POLICY
Last Reviewed 18 November 2025
Adopted 18 November 2025

1. Definitions

“Appeal” – your request to escalate a Complaint from Level One to Level Two if you are not satisfied with the outcome at Level One
“Appeal Handler” – a senior member of staff at Betto Lettings who will handle Level Two Complaints
“Business Day” – any weekday Monday to Friday on which banks are open for business in Hull East Yorkshire
“Complaint” – a complaint about the service provided by Betto Lettings our customer service or our staff
“Complaint Handler” – a trained member of Betto Lettings staff designated to handle Level One Complaints
“Complaints Policy” – this document
“Complaints Procedure” – the internal complaints handling procedure of Betto Lettings
“Complaint Reference” – a unique code assigned to your Complaint
“External Resolution” – referral of your Complaint to the Property Redress Scheme PRS if you remain dissatisfied after Level Two
“Level One” – the first stage of our complaints handling procedure
“Level Two” – the second stage of our complaints handling procedure handled by senior management

2. Purpose of this Complaints Policy

Betto Lettings welcomes all feedback
If you have a Complaint about our service our customer service or our staff we aim to resolve it promptly and fairly and use lessons learned to improve our service

3. What this Complaints Policy Covers

This policy applies to all services provided by Betto Lettings our customer service and our staff

4. Making a Complaint

Betto Lettings – Complaints Department
C4DI 31–38 Queen Street Hull HU1 1UU
Email hello@bettolettings.co.uk
Telephone 01482 272705

5. How We Handle Your Complaint

Betto Lettings operates a two stage complaints procedure

6. External Resolution – Property Redress Scheme PRS

If you remain dissatisfied after Level Two you may refer your Complaint to

Property Redress Scheme PRS
Membership Number PRS054467
Submit online https://www.portal.propertyredress.co.uk/Complain

Referrals must be made within 6 months of receiving our final decision

7. Confidentiality & Data Protection

All complaints are handled confidentially in accordance with UK GDPR

8. Questions or Further Information

Complaints Department – Betto Lettings
C4DI 31–38 Queen Street Hull HU1 1UU
Email hello@bettolettings.co.uk
Telephone 01482 272705

9. Policy Responsibility & Review

Responsibility lies with the Director – Betto Lettings
Adopted on 18 November 2025
Last reviewed on 18 November 2025