Complaints Procedure

1. Speak to your lettings negotiator or property manager.

Our aim is to provide a first class service and to do everything we can to ensure you are satisfied. If you feel that we have fallen

short of this standard and you wish to complain, we ask that you first telephone the person who has had conduct of your

matter and explain that you are dissatisfied with an aspect of the service you have received.

2. Write to the office Manager of CA Properties

If you remain unhappy with the way your complaint has been dealt with after speaking to the person with conduct of your

matter then you should set out your complaint in writing to:

CA Properties, The Old Barbers, 5 Burton Road, Beeston, Leeds, West Yorkshire, LS11 5EQ

In order to resolve your complaint, we would ask that you include the following information and evidence, if applicable:

• An outline of your complaint explaining why you feel that we have fallen short of our first class service

• What you would like us to do to resolve it

• Any specific details that you feel would assist us with resolving your complaint. Including, but not limited to:

• Names of Advisors you have spoken to in connection with the complaint

• The Branch Name in connection with the complaint

• Time(s) and Date(s) of the incidence(s) o Telephone number(s) and or Address(es) you have used to contact us o Any

written correspondence in connection with your complaint

• Any other document in support of your complaint

On receipt of a complaint, we will investigate the issue(s) you have raised on your complaint fully and respond to you accordingly. The

timescales for dealing with a complaint are as follows:

• You will receive an ‘acknowledgement of receipt’ of your complaint from us within 3 working days of receipt of your


• Within 10 working days of the acknowledgement, you will receive a full response.

• If we are unable to resolve the matter within the 10 working days as stated above, we will provide you with reasons why we

could not meet this time frame and provide you with an estimate of when a full response will be received

• After our final written response, we may deem the complaint closed. If we deem the matter closed then we reserve the right

not to enter into any further correspondence.

3. If you are still not satisfied that your issue has been resolved.

We are members of the Property Redress Scheme. If you remain unhappy with the response received from us and have

exhausted our complaints procedure, you can contact the Property Redress Scheme to ask them to investigate your complaint.

In order to take your complaint to The Property Redress Scheme you must first have carried out the following:

•You have waited 8 weeks from the date of your written complaint to us for a response.


• It is still within 6 months from our last communication with you regarding this complaint.

The Property Redress Scheme is a government approved Redress Scheme who resolves complaints between Members and

their consumers. The complainant must have exhausted the Member’s internal complaints procedure and remain dissatisfied

with the Member’s response. The Property Redress Scheme is free to use for the complainant and further information and

guidance on how to resolve complaints is available via their website . In order to make a complaint, please

contact the Property Redress Scheme directly or alternatively, visit their website and fill out a Complaints Form. The Property

Redress Scheme contact details are as follows: Website: By Email: By post at: The

Property Redress Scheme Ground Floor, Kingmaker House Station Road, New Barnet Hertfordshire EN5 1NZ

4. CA Properties are accredited by the Leeds Rental Standard our membership number is 1186. There is a complaints procedure

for tenants to access if they have issues with accredited owners not complying with their relevant accreditation scheme. This is

administered by Unipol without the need of LCC’s Enforcement Team. Any breach will be investigated and a decision taken on

the most appropriate action to remedy the situation. More details can be found at