Complaints Procedure

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards. If you have a complaint, you first need to contact us and let us know which part of our service you are unhappy with. You can report your concerns to us by phone, in writing by post, or you can send us an email:

London House, 65 Weymouth Street, London W1G 8NU, 020 7486 9665, hello@londonhouse.co.uk

We will aim to resolve any issues immediately, however, if this is not possible then your concerns will be escalated to a manager who will investigate the matter.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

• We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
• If, at this stage, you are still not satisfied, you should contact us 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 remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

We are members of Propertymark

Propertymark investigates complaints against their members where there is evidence an agent has breached their Conduct and Membership Rules. Examples of this include, but are not limited to, misuse of client money, failure to uphold high standards of ethical and professional practice, and failure to answer correspondence.

01926 496 791
complaints@propertymark.co.uk
propertymark.co.uk/complaints

We are Propertymark protected