Complaints Procedure

Complaints about TLA

Email legal@landlordassociation.org.uk with the subject “Complaint”. Include your name, your membership number if you have one, what went wrong and what you would like us to do.

1. We acknowledge your complaint within 1 working day.
2. We aim to resolve it within 5 working days.
3. If it needs a fuller investigation, we tell you and aim to resolve it within 30 working days, updating you along the way.
4. Our final response sets out what we found, our decision and what we will do to put things right.
5. If you are still unhappy, email the same address within 30 days with the subject “For the Chair”. The Chair, Scott Evans, reviews it personally and replies within 15 working days. That decision is final.

We make reasonable adjustments, such as phone calls or large print, if you ask.

Data protection complaints

Email legal@landlordassociation.org.uk with the subject “Data protection complaint”. We acknowledge it within 5 working days, and always within 30 days, and reply in full without undue delay. You can also complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

Complaints about a partner

Partners’ products and services are their own. Please complain to the partner first. Tell us too, and we will pass your complaint to them within 2 working days and follow it up.

If the partner is regulated, you may also be able to take your complaint further:

• Insurance, mortgage or finance firms: the Financial Ombudsman Service, after the firm’s final response or 8 weeks.
• Solicitors: the Legal Ombudsman, after the firm’s final response or 8 weeks.

We take complaints about partners into account when deciding whether to keep advertising them.

Complaints about a member

If you believe a TLA member has breached our Membership Terms, email legal@landlordassociation.org.uk. We will ask the member to respond and may suspend or end their membership under the Membership Terms. We cannot resolve disputes between landlords and tenants: for those, contact your local council, your tenancy deposit scheme or a redress scheme.

Records

We keep complaint records for 6 years and review complaint numbers and themes every quarter.