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Letter template · For renters in England

Escalate to the agent's redress scheme

Ask a letting agent for their complaints procedure and which government-approved redress scheme they belong to.

How to use it

  • Replace everything in [square brackets] with your details.
  • Read it through and adjust the wording to fit your situation.
  • Send it yourself, by email or post. TenantProof never contacts anyone on your behalf.
  • Keep the links to Shelter, Citizens Advice and GOV.UK at the bottom.

The letter

[Today's date]

Dear [Letting agent name],

Re: Complaint about a letting agent service, [Property address]

I have raised the following concern with you and I do not feel it has been resolved:

[Briefly summarise your complaint, the dates involved, and what you have already asked for.]

My understanding is that letting agents in England must belong to a government-approved redress scheme, and that once I have been through your internal complaints process (or after about 8 weeks without resolution) I may be able to refer my complaint to that scheme.

Please could you send me a copy of your complaints procedure and confirm which redress scheme you are a member of (for example The Property Ombudsman or the Property Redress Scheme), so that I know the next step open to me.

Thank you,

[Your name]

This letter is a template, not legal advice, and does not guarantee any outcome. You should read it, change it to fit your situation, and send it yourself. For free, qualified help: Shelter (https://www.shelter.org.uk), Citizens Advice (https://www.citizensadvice.org.uk), or GOV.UK (https://www.gov.uk/private-renting).

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General information for private renters in England, last reviewed 8 July 2026. Not legal advice, the law and deadlines can change, so check the current position via GOV.UK or get advice from Shelter or Citizens Advice. See also Help & official routes.