Complaint Policy

Wellbank Lettings Complaints Procedure

Step 1: Speak to Us
In the first instance, please raise your concerns verbally with your designated account manager or staff member so we can attempt an immediate informal resolution.

Step 2: Formal Written Complaint

Please put your complaint in writing to ensure we fully understand your concerns:

  • Email: da@wellbankhub.uk
  • Address: Wellbank Limited, 110 Manchester Road, Haslingden, BB4 6NP

OUR COMPLAINT PROCESS

  1. Acknowledgment: We will acknowledge receipt of your complaint in writing within 3 working days.
  2. Investigation: Your complaint will be investigated by a senior member of staff.
  3. Formal Response: We will send you a formal written response within 15 working days outlining our outcome and proposed solution.
  4. Final Viewpoint: If you remain dissatisfied, you can request a final review. We will issue a final viewpoint letter within 15 working days of your escalation request.

PROPERTY REDRESS SCHEME (PRS) ESCALATION
If you remain dissatisfied with our final viewpoint letter, or if 8 weeks have elapsed since you first submitted your complaint without a resolution, you have the right to escalate your complaint to our independent redress scheme free of charge.

  • Scheme: Property Redress Scheme (PRS)
  • Membership Number: PRS059588
  • Website: www.theprs.co.uk
  • Phone: 0333 321 9418

Please note: Any referral to the Property Redress Scheme must be made within 12 months of receiving our final viewpoint letter.

DATA PROTECTION COMPLAINTS
If your complaint relates to how we process or handle your personal data, you have the right to lodge a complaint directly with the Information Commissioner’s Office (ICO):

  • Data Protection Registration: ICO 00013933179
  • Website: www.ico.org.uk
  • Helpline: 0303 123 1113

Refunds & Other Helpful info


Holding Deposit Policy

In accordance with the Tenant Fees Act 2019, any holding deposit (maximum 1 week’s rent) paid to reserve a property will be processed as follows:

  • Full Refund: Returned within 7 days if the landlord withdraws from the agreement or if referencing fails despite full and honest disclosure by the applicant.
  • Retention of Deposit: A holding deposit may only be retained if the applicant:
    1. Provides false or misleading information.
    2. Fails a Right to Rent check.
    3. Formally withdraws from the proposed tenancy.
    4. Fails to take all reasonable steps to enter into a tenancy agreement within the agreed deadline.

All refunds will be processed via electronic transfer back to the originating bank account.

Rent Payments & Permitted Late Charges

Late Rent Charges: In line with UK legislation, interest on late rent payments will only be charged if rent remains unpaid for 14 days or more. Interest will be calculated at 3% above the Bank of England base rate from the rent due date until settled

Payment Allocation: All landlord rent received is accounted for and disbursed in accordance with client accounting standards and Client Money Protection (CMP) guidelines.

Company & Regulatory Information

Wellbank Limited
📍 110 Manchester Road, Haslingden, Rossendale, BB4 6NP
📞 01706 218835 | 🌐 www.wellbankhub.uk

  • Client Money Protection (CMP): Provided via UKALA (Member No. 22774)
  • Property Redress Scheme: Member of the Property Redress Scheme (PRS) (Membership No. PRS059588)
  • Data Protection: Registered with the Information Commissioner’s Office (ICO) (Registration No. 00013933179)