Last reviewed: October 2026 · Please check company-specific details before publication
1. Tell us what happened
We aim to handle concerns fairly, respectfully and promptly. Send your complaint to hello@wemanagerentals.co.uk with your name, contact details, property (if relevant), a description of the problem, key dates, supporting evidence and the outcome you would like. You can also call +44 7549 873208 to ask how to submit a written complaint.
2. Acknowledgement and review
We aim to acknowledge written complaints within 3 working days. A designated team member will review the information, seek further details if necessary and consider available records. We aim to provide a substantive response within 15 working days. These are service targets rather than guaranteed statutory deadlines; if more time is needed, we will explain why and provide an update.
3. Our written response
We will explain our findings and any action proposed, including remedies where appropriate. If you disagree, reply with your reasons and ask for an internal review. We will arrange a review by someone not previously responsible for the initial response where reasonably possible.
4. Complaints about contractors or third parties
If the matter concerns a contractor or third party involved in a service arranged by us, we will explain our role, review what we can, and identify any separate provider complaint route if applicable.
5. External escalation in Scotland
If the complaint concerns activities subject to the Scottish Letting Agent Code of Practice, a landlord or tenant (including a former landlord or tenant) may be able to apply to the First-tier Tribunal for Scotland (Housing and Property Chamber) after giving the letting agent a reasonable opportunity to respond, or where the process has not been followed. Tribunal jurisdiction depends on the nature of the service and complaint; not all short-let management disputes fall within that scheme. We will identify any applicable professional body or alternative dispute resolution route when relevant.
6. Costs, records and privacy
We do not charge a fee to handle a complaint. Complaint correspondence will be handled securely and retained in line with applicable requirements. Where the Scottish Letting Agent Code applies, the Code requires relevant complaint correspondence to be retained for five years. Read our Privacy Notice for information on personal data.
7. Other rights
This procedure does not limit your legal or consumer rights. If your complaint concerns personal data, you may also contact the ICO.