Complaints procedure

Registered office: Mann Island, 1 Mann Island, Liverpool, L3 1BP.

Stage one

Send your complaint in writing through the contact page or your portal message thread. We will acknowledge within 3 working days and give you a full written response within 15 working days.

Stage two

If you are not satisfied, ask for a review by a director. You will receive a final written response within 15 working days of that request.

Escalation

If you remain unsatisfied, or eight weeks pass without a final response, you may refer the complaint to the Property Redress Scheme, of which Caso is a member. Membership number: [redress membership number].

Client money

Client money is held in a protected client account. Your rent is insured while we hold it. Our Client Money Protection certificate is available on request and linked in the footer.