RENTAL VALUATION

Legal

Complaints procedure

Last updated: 22 October 2026

We want to get things right. If something hasn't gone the way it should, tell us and we'll do our best to fix it quickly.

Step 1: Tell us

Most issues can be sorted out with a quick call or email to the person you've been dealing with. If that doesn't resolve it, please put your complaint in writing to:

  • Email: info@southwestshared.co.uk (subject line: Complaint)
  • Post: Complaints, South West Shared, Pavilion Club, 81–83 Fulham High St, London SW6 3JW

Please include your name, contact details, the property address, what went wrong and what you'd like us to do to put it right. Copies of any relevant emails or documents help.

Step 2: What we'll do

  • We'll acknowledge your complaint in writing within 3 working days.
  • A senior member of the team who wasn't involved will look into it.
  • We'll send you our final written response within 15 working days. If we need longer, we'll tell you why and when to expect it.

Step 3: If you're still not happy

We're members of The Property Redress Scheme (membership number PRS054323), an independent service that resolves complaints about letting and managing agents. The service is free for consumers.

You can refer your complaint to them if you're unhappy with our final response, or if 8 weeks have passed since you first complained in writing and it hasn't been resolved. You need to contact them within 12 months of your last communication with us about the complaint.

Client money

We're members of Client Money Protect (CMP015126), which protects rent and other money we hold on behalf of clients. You can view our certificate.

Complaints about your personal information

See our privacy policy for how to raise a data protection concern, including your right to complain to the Information Commissioner's Office.