Complaints procedure

If something has gone wrong, we want to know, and we want the chance to put it right. This procedure applies to landlords, tenants, applicants, guarantors and anyone else who deals with Thrice Property Solutions. It is free to use and does not affect your legal rights. We treat every complaint seriously, keep a written record of it, and never treat anyone less favourably for complaining.

How to complain

1. Tell us in writing. Email jd@thrice.uk, or write to 8Thrice Property Solutions Ltd, Unit 4 Clifford Court, Cooper Way, Carlisle, Cumbria CA3 0JG. Please include your name, the property, what has happened, when, and what you would like us to do about it. If you would rather not put it in writing, or need help to do so, call 07507 719961 and we will take the details down for you.
2. We acknowledge your complaint within 5 working days and tell you who is dealing with it.
3. We investigate and send you a full written response within 14 working days of receiving your complaint. The response explains what we found, what we will do, and why. If we need longer, for example because we are waiting for a contractor’s report, we will tell you why and when you will hear from us.
4. Ask for a review if you are not satisfied. Write to us within 14 days of our response and the Managing Director, Joshua Davies, will look at the complaint afresh and send you our final written response within 10 working days. This letter is our final viewpoint.

Taking it further: Property Redress

We are a member of Property Redress (formerly the Property Redress Scheme), membership number PRS057121, a government-approved redress scheme for property agents. If you are not satisfied with our final response, or eight weeks have passed since you first complained to us and the matter is not resolved, you can refer your complaint to Property Redress free of charge. Property Redress asks that you have first complained to us in writing and that the last communication about the complaint is within the previous 12 months.

Other help

If your complaint is about the condition of a property, you can also contact the private sector housing team at your local council (Exeter City Council, East Devon District Council or Torbay Council, depending on where the property is). Tenancy deposit disputes are decided by the Deposit Protection Service’s free dispute resolution service. For questions about how we handle your personal data, see our privacy notice or contact the Information Commissioner’s Office.

Last reviewed 7 November 2026.