Letting information

Customer complaints handling procedure

As a firm licensed by the National Approved Letting Scheme Mark Rice Estate Agents Limited aims to provide the highest standards of service to all landlords and tenants, but to ensure that your interests are safeguarded, we offer the following:

• If you believe you have a grievance, please write in the first instance to Rosie Stone at the address below:

  Mark Rice Estate Agents Limited
  19 Northgate
  Sleaford
  Lincolnshire
  NG34 7BH

• The grievance will be acknowledged within 3 working days and then investigated thoroughly in accordance with established "in-house" procedures. A formal written outcome of the complaint will be sent to you within 15 working days. If we require longer than this timescale we will advise you in writing and confirm our revised response date.
• If you remain dissatisfied with the result of the internal investigation, please contact Mark Rice at the above address who will review the complaint.
• Following the conclusion of our in-house review we will write to you with a final written statement.
• If you are dissatisfied with the conclusion of the in-house review of the complaint, you can refer the matter to The Property Ombudsman, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP, this must be done within 12 months.

Sample tenancy agreement

Take a look at a sample of our tenancy agreement using the link below:

  View Sample Agreement     

  Holding Deposit Form     

For peace of mind we are part of Safe Agent Scheme protecting clients money.

View Client Money Protection Certificate