Last updated: 11 April 2026
Complaints Policy
At Let of Luxury, we are committed to providing a high standard of service to all our guests, landlords, and clients. We recognise, however, that things can sometimes go wrong, and we take all complaints seriously.
This Complaints Policy sets out how to raise a concern with us, the process we follow to investigate and respond, and how you can escalate your complaint to an independent third party if you remain dissatisfied.
Let of Luxury (trading name of AVR Property Management Ltd) is a registered member of The Property Ombudsman (TPO) scheme, effective from 3 February 2026. Membership number and details are available on request.
TPO Member: AVR Property Management Ltd t/a Let of Luxury
Membership effective: 3 February 2026
Services covered: Property Surveyors and Property Professional Services
Trading branches: 1
1. Our Commitment to You
We will always:
• Treat your complaint seriously and handle it with fairness and respect
• Acknowledge your complaint promptly
• Investigate thoroughly and keep you informed throughout
• Provide a clear written response explaining our findings and any action taken
• Use complaints as an opportunity to improve our services
2. How to Make a Complaint
You can raise a complaint with us by any of the following methods:
• Email: info@letofluxury.co.uk
• Website: https://www.letofluxury.co.uk
• Post: Let of Luxury, 1A Everoak Industrial Estate, Bromyard Road, Worcester, WR2 5HP United Kingdom
When submitting your complaint, please include as much detail as possible:
• Your name and contact details
• The property or booking reference (if applicable)
• A clear description of your complaint and the events leading to it
• The dates on which the relevant events occurred
• Any supporting documents, photographs, or correspondence
• What outcome you are seeking
3. Our Complaints Process
We follow a structured process to ensure your complaint is handled fairly and efficiently.
Step 1 — Acknowledgement
We will acknowledge receipt of your complaint in writing within 3 working days of receiving it. Our acknowledgement will confirm the name of the person handling your complaint and an indication of next steps.
Step 2 — Investigation
We will carry out a thorough investigation of your complaint. This may include reviewing correspondence, booking records, property files, and speaking with relevant members of our team.
Step 3 — Response
We will provide you with a full written response within 15 working days of receiving your complaint. Where a complaint is particularly complex and requires additional time, we will write to you to explain the reason for the delay and provide a revised timescale.
Our written response will:
• Summarise the nature of your complaint
• Set out the findings of our investigation
• Explain any action we propose to take or have taken
• Include any offer made in resolution
• Inform you of your right to escalate to The Property Ombudsman if you remain dissatisfied
Step 4 — Final Viewpoint
If our initial response does not resolve your complaint, or if we have been unable to agree a resolution, we will issue a formal Final Viewpoint letter. This letter marks the conclusion of our internal complaints process and will clearly state your right to refer the matter to The Property Ombudsman (TPO).
4. Escalating Your Complaint to The Property Ombudsman
If you remain dissatisfied after receiving our Final Viewpoint letter, or if more than eight weeks have passed since you first made your complaint to us in writing, you have the right to refer your complaint to The Property Ombudsman (TPO) — a free, independent, and impartial redress scheme.
Important time limits to note:
• You must refer your complaint to TPO within 12 months of receiving our Final Viewpoint letter
• The complaint must relate to events that occurred on or after 3 February 2026 (the date Let of Luxury became a TPO member)
TPO can consider complaints relating to:
• Breaches of TPO’s Codes of Practice
• Unfair treatment or maladministration
• Actual financial loss caused by our actions or omissions
• Avoidable aggravation, distress, or inconvenience
Please note: TPO cannot consider complaints that have not first been raised with us, or that have already been decided by a Court.
Organisation: The Property Ombudsman (TPO)
Address: Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
Phone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
The TPO process is free of charge to consumers. TPO can award financial compensation of up to £25,000 per complaint. If you accept a TPO decision and any award made, this will be in full and final settlement of your complaint.
5. What The Property Ombudsman Cannot Do
For your information, TPO is unable to:
• Consider a complaint that has not first been raised with us directly
• Make awards exceeding £25,000
• Fine, prosecute, or take legal action against agents — that is the role of Trading Standards
• Consider complaints that have already been decided by a Court
6. Record Keeping
In accordance with our TPO membership obligations, we maintain clear and complete written records of all complaints received, our investigations, and our responses. These records are retained for a minimum of six years and will be made available to TPO and/or any enforcement authority upon request.
7. Vulnerable Consumers
We are committed to treating all consumers fairly, including those who may be in vulnerable circumstances. If you have particular needs — such as a disability, language barrier, or other difficulty that may affect your ability to engage with this process — please let us know and we will do our best to accommodate you.
We can provide information in alternative formats where reasonably practicable, and we will always handle sensitive circumstances with care and discretion.
8. Learning from Complaints
We view every complaint as an opportunity to learn and improve. All complaints are reviewed by senior management and used to identify areas where our services, processes, or communications can be enhanced.
9. Contact Us
If you have any questions about this Complaints Policy or wish to raise a complaint, please contact us:
Email: info@letofluxury.co.uk
Website: https://www.letofluxury.co.uk
This policy is reviewed annually and updated as required to reflect changes in our services or membership obligations.
