Complaints Procedure

Property Search

Making a Complaint

Red Key Property Services is a member of ARLA (Association of Residential Letting Agents) and voluntary member of The Property Ombudsman Scheme (TPO) for Lettings and we aim to provide the highest standards of services to all our customers. To ensure that your interests are safeguarded we have the following complaints procedure in place.

The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers’ satisfaction at Manager Level.

Stage One - Manager

Complaints should, in the first instance, be directed in writing to the Branch Manager you have been dealing with. They will acknowledge receipt of your letter within 2 working days and will endeavour to liaise with you quickly and resolve your complaint as soon as possible with a written response being sent back to you no later than 5 working days from receipt of your initial letter.

Stage Two - Managing Director

Should you remain dissatisfied following the response from the Branch Manager you may address your concerns in writing to the Managing Director at the following address:

The Managing Director
Red Key Property Services
21 Bridge Street
NP20 4AN

Once received you will receive an acknowledgement within 3 working days (excluding weekends and public holidays) and you will receive a written response within 15 working days from receipt of your letter. If longer is required the complainant will be notified in writing with an explanation and an indication of timescale as to when the response will be received. The letter sent at this stage will represent the “final view” of the Company in response to your complaint.

Stage Three - The Property Ombudsman

After you have received a response from the Managing Director and if you are still unhappy with the proposed resolution to your complaint you may approach the Property Ombudsman Service. Details of how to do this will be included in the Final Viewpoint letter from the Managing Director, The Property Ombudsman Consumer guide or online at

Please Note:

  • You must contact the Property Ombudsman within 6 months of receiving the Final Viewpoint Letter
  • The Property Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted.

I couldn't believe how quickly Red Key found a tenant

Thanks for your and your colleagues efforts in relation to the above let. I couldn't believe how quickly Red Key found a tenant for my property - 1 working day has to be a record!  Despite some delays with references, resulting in me feeling a bit jittery, I was very reassured by the answers Amanda gave to my queries. Thanks again.  Gillian P

Very happy to have chosen your services

I thank you for giving me a lovely family as landlord .. They take very good care of me and I am also very happy to extend my tenancy with them for the next one more year at the same rent as agreed. I am very happy to have chosen your services as a letting agency . Thank you ...!! Nancy J

Thank you for all your hard work

Wonderful service, with exceptional staff - Thank you for all your hard work. Mr & Mrs Smith

Thank you for processing all the paperwork

Thank you Red Key Lets for processing all the paperwork in time for me to move in at the weekend. The flat is fantastic and very comfortable! Gareth H

Customer service above all else

Refreshing to see an approach that puts customer service above all else. I will not hesitate to recommend you to others! David G

Excellent Customer Service

Just a little thank you for all your help over the last couple of weeks. I have received excellent customer service and will always recommend Red Key. Vicky G

Thank you for your professionalism

Thank you Jamie for your professionalism, and the way in which your company dealt with the sad passing of Pauline P. My wife and brother-in-law much appreciated how simple and easy you made the handing over of the property. David M

I would like to say a big 'thank you'

I would like to say a big 'thank you' for all the great help from you. Thank you so much and sorry to have caused so much inconvenience for you. Could you also help to convey my thanks to Jamie and the team who gave me so much help? I would definitely recommend any of my friends/colleagues to rent their house through Red Key in the future. Heng Y

Just wanted to go on record and say thanks

Just wanted to go on record and say thanks for all your help with Maes Y Ffynnon. A great result to get them acquired and rented out in such short notice! David J

Quality Service second to none

We would always use Red Key Property Services to manage our property as the service is exceptional. Mr and Mrs Davis