Complaints Procedure at Plotway

Sometimes things don’t go as we plan.

At Plotway, we want to work with honesty and transparency, so if we make a mistake we will do our best to correct it in a timely manner.

For that to happen we look at what went wrong, find solutions and act promptly

Communication Is Key

We believe that the best way to avoid conflict is to openly talk about any issues that may occur. We would like you to do the same. If there is anything at all bothering you, please don’t wait and tell us immediately. The sooner we get to know that you’re not completely happy with something, the sooner we can work on it.

Communication didn't solve the problem?

If you already talked to the person you believe made a mistake and the issue didn't get solved, you can write a formal complaint to boston@plotway.co.uk.

If you prefer, write to 4 Red Lion Street, Boston, PE21 6NY.

Our director will make sure to contact you straight away (usually within 48 hours) so that you know we are looking into it. After investigating the issue we will contact you again to discuss the best way to come to an agreement, and hopefully, find a fair solution for all parties involved in the issue.

Is there an alternative?

If you couldn’t come to an agreement with us or more than 8 weeks have passed since first made your complaint, you can pass the case to the ombudsman. This is a free independent service. The ombudsman will undertake a full case review and the actions Plotway have taken to try to resolve the case. Plotway Lettings Limited is a member of the Property Redress Scheme (PRS).

Property Redress Scheme

Website: https://www.theprs.co.uk/

Email: info@theprs.co.uk

Phone: 03333219418

Please note that any referral to the Property Redress Scheme must be made within 12 months of receiving our full and final response.