Sure Lettings aims to provide the highest standards of service to all landlords and tenants, but to ensure that your interests are safeguarded, we offer the following:

  • If you believe that you have a grievance, please write in the first instance to the Proprietor at the office you are complaining about, as each office is independently owned.
  • The grievance will be acknowledged within 3 working days.
  • The grievance will then be investigated thoroughly in accordance with established “in-house” procedures and a reply sent to the complainant within a further 14 working days.
  • If the complainant is still dissatisfied with the result of the internal investigation, please snd your complaint in writing, along with written evidence of step 1 above to:-

Kelly Chick

SureLet Franchise Ltd,

The Lodge, At The Coombes,

Westbury on Severn


GL14 1QX


Please note complaints will only be addressed in writing and only if step 1 has been carried out. If the complainant is still not satisfied, all Sure Lettings offices are a member of The Property Ombudsman, so you can forward your complaint to:

The Property Ombudsman

Milford House

43-55 Milford Street



Please note that The Property Ombudsman cannot deal with issues between a landlord and tenant including deposit disputes. They will also only deal with any complaints that have been through the above process.