Legal

Complaints Policy

Vale and Mercer Ltd, Residential Lettings Agency

Last Updated: June 2026 | Company No: 17212434

Redress Membership

Vale and Mercer Ltd is a member of the Property Redress Scheme, a government-approved, independent redress scheme.

Membership No: PRS058796

Our Commitment

At Vale and Mercer Ltd, we are committed to providing a professional, responsive, and transparent service to all our clients, whether you are a landlord or a tenant. If at any point we fall short of that standard, we want to hear from you so we can put it right.

How to Make a Complaint

You can submit a complaint by any of the following methods:

Method	Details
Email	info@valeandmercer.co.uk
Post	Vale and Mercer Ltd, 124 City Road, London EC1V 2NX
In Person / Phone	By arrangement with a senior member of staff

When contacting us, please include:

A clear description of your concern
The outcome you are seeking
The names of any staff members involved
Relevant dates, documents, or supporting evidence

What This Policy Covers

This complaints procedure covers all services provided directly by Vale and Mercer Ltd. We are unable to investigate complaints regarding matters outside our direct control, including the conduct of third-party contractors, utility providers, or local authorities. Complaints relating to matters that occurred prior to Vale and Mercer Ltd's instruction will also fall outside the scope of this procedure.

What Happens Next

Step 1: Acknowledgement

We will acknowledge your complaint in writing within 3 working days of receiving it. You will be given a unique complaint reference number to use in all future correspondence.

Step 2: Investigation

A Director-level member of staff will be assigned to investigate your complaint. We will review all relevant correspondence, records, and documents, and speak to any team members involved where appropriate.

Step 3: Full Written Response

We will provide you with our full written response within 15 working days of our acknowledgement. Our response will:

Address each point you have raised individually
Set out our findings clearly and transparently
State whether your complaint is upheld, partially upheld, or not upheld, with full reasoning
Offer a resolution or explanation where applicable

If we are unable to respond within 15 working days, we will write to you in advance to explain why and provide a revised response date.

If You Remain Dissatisfied

If you are not satisfied with our final response, or if 8 weeks have passed since you made your complaint without receiving a final response, you have the right to refer your complaint to the Property Redress Scheme (PRS), a government-approved, independent redress scheme. This service is free of charge to consumers.

Please note: Referrals to the PRS must be made within 12 months of your last communication with us regarding the complaint.

Method	Details
Website	www.propertyredress.co.uk/Consumer
Email	complaints@theprs.co.uk
Post	Property Redress Scheme, Limelight, 1st Floor Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH

Vale and Mercer Ltd is a member of the Property Redress Scheme. Membership No: PRS058796

Company Registration No: 17212434 | Last reviewed: June 2026

Vale and Mercer Ltd will comply with all additional redress obligations as required under the Renters Rights Act 2025 and any applicable regulatory updates.