Olly Symonds
Olly Symonds
Associate Director
Fergus Mitchell
Fergus Mitchell
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Property Ombudsman Complaints Procedure

The Cotswold Letting Agency


We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
  • If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman
Milford House
43-55 Milford Street
01722 333 306

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

SCALE OF FEES (for first year of tenancy) subject to VAT at the current rate of 20%
Full Lettings, Collection and Management Service 15% + VAT NB 12.5% + VAT second year onwards
Letting and Rent Collection Only Service 10% + VAT NB 8% + VAT second year onwards
Tenant Find Only Service 8% + VAT NB 6% + VAT second year onwards
Sign on fee to cover set-up, marketing activities and listings on website, portals £150 + VAT
Tenancy Set-up Fee Paid by landlord (see charges)
Minimum Fee (in case of early termination) £500 + VAT
Inventories and Schedule of Condition £POA Dependent on size of property
Photography, floorplan, 3D/virtual tour £POA Dependent on size of property
Property Inspections £95 + VAT NB 6-monthly inspections included as part of management package

Tenancy Setup Fee (NB not applicable on renewal) £195+VAT Including third party referencing, right to rent checks & tenancy agreement)
Inventory & check-in fee: Up to 2 bedrooms: Approx. £250+VAT (Additional bedrooms approx. £50 + VAT per bedroom). We advise bespoke quotation on a large country property
End of tenancy check-out fee: Up to 2 bedrooms Approx. £200+VAT* (Additional bedrooms approx.. £40 + VAT per bedroom). We advise bespoke quotation on a large country property
Deposit registration fee £50
Gas Safety Certificate £150 + VAT (Dependent on supplier quote)
Energy Performance Certificate £95 + VAT (Dependent on supplier quote)
Admin fee on minor works under £500 15% + VAT of total invoice
Admin fee on major works over £500 10% + VAT of total invoice
Print and post monthly statements £5 + VAT UK Electronic statements are free
£10 + VAT overseas
Court appearance fee £250 + VAT Per half day

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