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For everyone who has custom with Countrywide Lettings there is a clear customer care procedure if either the landlord or the tenant considers Countrywide to have let them down in some way. 

As a member of the Association of Residential Letting Agents and a market leader within the private rented sector, Countrywide aim to provide a high standard of service to clients and customers alike.

To ensure that your interests are safeguarded and that you are fairly treated we offer the following guidance on how an issue can be raised.

All branch managers will deal with day to day problems on a one to one basis, but once a formal complaint has been raised i.e. “I am not satisfied with the standard of work/conduct/behaviour, etc and I wish to make a complaint”, then at this stage you are requested to put your complaint in writing and send it to the Area Manager responsible for the branch.

Your grievance letter will be investigated thoroughly in accordance with the established in-house procedures and a reply sent to you within ten working days of receipt of your original letter. This reply may request further information from you, or advise you as to the progress of the investigation, or indeed the reply may be our conclusion following the investigation.

Subsequently, if you are dissatisfied with the way your complaint has been handled, you may forward your complaint on to the relevant Regional  Director, as follows: