Athelstans aims to deliver excellent service to every client, every time. If you feel we’ve fallen short, please let us know. Your feedback helps us put things right and maintain the high standards we set for ourselves.
How to Make a Complaint
To register a complaint, please email lettings@athelstans.co.uk and include:
As much detail as possible, including relevant dates and the names of any team members involved
Any supporting documents or evidence that may help us investigate
Stage 1 – Initial Review
We’ll acknowledge receipt of your complaint in writing within three working days.
A full investigation will follow, and you’ll receive a written response within fifteen working days addressing each point raised and outlining any proposed resolutions.
If more time is needed, we’ll let you know.
If you’re unhappy with the outcome, you can ask us to review the matter again.
Stage 2 – Final Review
Once you’ve requested a further review, we’ll confirm receipt within three working days.
A final written response will be provided within fifteen working days, setting out our conclusions and any offers made.
If you remain dissatisfied, you can refer your complaint to our independent redress scheme.
Independent Redress Scheme
Athelstans is a proud member of the Property Redress Scheme (PRS).
If your complaint remains unresolved after completing both internal stages, you can refer it to the PRS within 12 months of our final response.
The Property Redress Scheme
1st Floor, Premiere House, Elstree Way, Borehamwood, WD6 1JH
🌐 www.theprs.co.uk | ☎ 0333 321 9418
Reviewed annually or sooner if required by legislation or policy changes.
