We take every complaint seriously — the same person who handles your letting handles the response. Here's how it works.
Step 1 — Tell Shimmy directly
Email shimmy@newjaylettings.co.uk or call 07895 062 532. Put "Complaint" in the subject line. Include:
- The property or tenancy reference (if applicable)
- What went wrong, in your own words
- What outcome you'd like
You'll get an acknowledgement within 3 working days.
Step 2 — Formal written response
We'll investigate and reply in writing within 15 working days. If the matter is complex and we need longer we'll tell you why and give you a revised timeline.
Step 3 — Independent redress (if we can't agree)
If you're not happy with our final response you can escalate to our independent redress scheme, at no cost to you:
- Redress scheme: To be confirmed
- Contact: To be confirmed once we've registered
Under the Enterprise and Regulatory Reform Act 2013 all letting and property management agents in England must be a member of an approved redress scheme. Once ours is confirmed, the details will appear here and in the footer of every page.
Data protection complaints
If your complaint is specifically about how we've handled your personal data, and you're not satisfied with our response, you can raise it with the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint.
Any queries — contact us.