Legal
Complaints procedure
If something has gone wrong, we want to put it right.
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.