As a member of the National Approved Letting Scheme, Vine Lettings aims to provide the highest standards of service to all landlords and tenants; and to ensure that your interests are safeguarded we offer the following:

If you believe you have a grievance, please write in the first instance to the ‘Customer Services’ at the address below:

Customer Services, Vine Lettings, Sevenoaks Business Centre, 15 Lime Tree Walk, Sevenoaks TN13 1YH.

The grievance will be acknowledged within three working days and then investigated thoroughly in accordance with established ‘in-house’ procedures. A formal written outcome of the complaint will be sent to you within 21 days. If we require longer than this timescale we will advise you in writing and confirm our revised response date.

If you are dissatisfied with the result of Vine Lettings internal investigation, please contact Simon Whittaker who is a Director at Vine Lettings at the address below:

Simon Whittaker, Director, Vine Lettings, Sevenoaks Business Centre, 15 Lime Tree Walk, Sevenoaks TN13 1YH.

Following the conclusion of our in-house review we will write to you with a final written statement.

If you are dissatisfied with the conclusion of the in-house review of the complaint, you can refer the matter to The Property Ombudsman, Milford House, 43 to 45 Milford High Street, Salisbury SP1 2BP