Complaints procedure

At Interlet Group LTD we are extremely committed to dealing with any complaints as effectively as possible.  It is important that you let us know if you are unhappy and we have made a mistake, so we can try to rectify the issue and improve our service. We review complaints regularly, whenever possible as we understand the level of importance and will respect your right to confidentiality and privacy.

Our complaints procedure has been structured to ensure any complaints are dealt with as quickly and efficiently as possible.

Raising an informal complaint / concern

Please contact us on one of the following methods to discuss your concern with any member of our staff:

By phone – 029 20400000

By email – please email

In person – please call the office to arrange an appointment with a member

By post - please address your letter to the member of staff you have dealt with to our head office: Interlet Group LTD, 2 Mundy Place, Cathays, Cardiff, CF24 4BZ.

All complaints and concerns will be investigated and you will be offered a timeframe for the concern to be investigated depending on the nature of the complaint. We aim to resolve the complaint within 15 days. If the complaint is more complex we may need more time. We will communicate via the method of communication used/preferred.

Formal complaint 

Having already raised a concern/informal complaint, if you still feel the outcome of the investigation was not satisfactory please contact us and our manager will undertake a separate review. Our manager will first establish the facts and will explain how and why we came to our conclusions.

The complaint will be investigated and again we aim to resolve the co plaint in 15 days. We will provide regular updates and will let you know how long we expect it to take until the matter is resolved.


Once you have received your outcome from our formal investigation and you are unsatisfied you can escalate your formal complaint and contacted our director. You will need to submit a written complaint so further investigation can be made.

We aim to respond with a formal written outcome within 15 days.

External complaint - Redress

If our final view point letter does not resolve matters you can contact an independent redress scheme who will investigate your complaint.

The details of our appointed redress are:

Property Redress Scheme (PRS)

1st Floor Premiere House,

Elstree Way,



You must refer your complaint to PRS within 12 months of receiving our final viewpoint letter.