1 Complaints Handling Procedure
As a company licensed by Safeagent Ltd, Lloyds Lettings Ltd is committed toproviding the highest standards of service to all landlords and tenants, if somethinggoes wrong, we need you to tell us about it to help improve our standards.
If you have a grievance, please write in the first instance, including as much detail aspossible. We will then respond in line with the timeframes set out below (if you feel wehave not sought to address your complaints within eight weeks, you may be able torefer your complaint to the Property Ombudsman to consider without our final viewpointon the matter)
Timeline of what to expect:
The grievance will be acknowledged within 3 working days of receiving it, enclosing acopy of this procedure.
We will then investigate your complaint thoroughly. This will normally be dealt with bythe office manager who will review your file and speak with the member of staff whodealt with you. A formal written outcome of the investigation will be sent to you within 15working days of sending the acknowledgement letter.
If you remain dissatisfied with the result of the internal investigation, you should contactus again and we will arrange for a separate review to take place by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you are still dissatisfied with the conclusion of the in-house review of the complaint,(or more than 8 weeks has elapsed since the complaint was first made) you can refer the matter to The Property Ombudsman without charge.
The Property Ombudsman, Milford House 43-55 Milford Street Salisbury Wiltshire SP12BP
Please note: You will need to submit your complaint to The Property Ombudsman within12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through thisin-house complaint’s procedure, before being submitted for an independent review.
