Complaints Procedure

Last updated: 7th November 2026

We work hard to provide a professional, honest service. If something has gone wrong, please tell us so we can put it right and learn from it.

This procedure covers all services from Keywright Properties Ltd, registered in England & Wales, company number 16752008, registered office 83 Stratford Drive, Prescot, L34 1AN, trading as Keywright Properties and The Liverpool Letting Expert. Because lettings are provided in partnership with The Letting Experts, the second stage depends on which service your complaint is about.

Stage 1: Speak to us

Most concerns can be sorted out quickly with a conversation. Please contact Kayleigh Wright directly and explain what has happened.

Stage 2: Make a formal written complaint

If you are not happy with the outcome of Stage 1, please put your complaint in writing. It helps us to investigate if you include:

• what went wrong, and what you would like us to do to put it right
• the property address and the name of the person you dealt with
• the dates and times of anything relevant
• copies of any letters, emails or documents that support your complaint
• the best phone number, email or address to reach you

Lettings and property management (The Liverpool Letting Expert)

Write to the Managing Director of The Letting Experts, who will investigate independently:

All other services (Keywright Properties)

This covers deal sourcing, investor viewings, property sales and serviced accommodation. Write to us at:

What happens next

• We will acknowledge your written complaint within 3 working days of receiving it.
• We will send you a full written response within 10 working days of that acknowledgement.
• If we need longer, we will tell you why and give you a date by when you can expect our response.

Our written response at the end of Stage 2 is our final viewpoint on the matter.

Stage 3: Independent review by Property Redress

If you are still not satisfied, or if 8 weeks have passed since your written complaint without it being resolved, you can ask Property Redress to review your complaint independently. This service is free.

You must contact Property Redress within 12 months of our final viewpoint. Keywright Properties Ltd's membership number is PRS054497.

Deposit disputes

Disagreements about deductions from a tenancy deposit are handled by the government-approved scheme protecting that deposit, which offers a free dispute resolution service. Details of the scheme are given in your tenancy paperwork.