Complaints Procedure (Issue 2) 

Purpose This procedure outlines how clients, tenants, landlords, and any interested third parties can raise a complaint about the service provided by [Lord Land Lettings]. Our aim is to resolve all complaints promptly, fairly, and transparently. 

 

1. Making a Complaint 

If you are dissatisfied with any aspect of our service, please raise your concerns with us as soon as possible. 

You can contact us by: 

· Email: admin@lordlandlettings.co.uk 

· Post: Complaints Department, Lord Land Lettings, 

· Telephone: [07795 065467] (please note that formal complaints must be confirmed in writing) 

Please include: 

· Your full name, address, and contact details 

· The property address (if applicable) 

· Details of your complaint, including relevant dates and persons involved 

· How you would like us to resolve the matter 

 

2. Stage 1 – Initial Investigation 

Your complaint will first be handled by the Branch/Department Manager. 

· We will acknowledge your complaint in writing within 3 working days of receipt. 

· We will investigate the issues raised and provide a written response within 15 working days of acknowledgement. 

· If we need more time (for example, to gather additional information), we will let you know and provide an estimated timescale for completion. 

 

3. Stage 2 – Senior Management Review 

If you are not satisfied with the outcome at Stage 1, you may escalate your complaint to a Senior Manager or Director. 

· Please write to: The Director, [Lord Land Lettings], [admin@lordlandlettings.co.uk] 

· We will acknowledge your escalation within 3 working days. 

· A senior member of staff will conduct an independent review of your complaint and provide a final written response within 15 working days of acknowledgement. 

This will be our Final Viewpoint Letter, outlining our final position on the matter. 

 

4. Stage 3 – Independent Redress 

If, after receiving our final response, you remain dissatisfied, you may refer your complaint to our independent redress scheme. This must be done within 12 months of our Final Viewpoint Letter. 

We are a member of: [The Property Ombudsman (TPO) / Property Redress Scheme (PRS)] 

· Website: [www.tpos.co.uk] or [www.propertyredress.co.uk] 

The redress scheme is free to use and provides a fair, independent, and impartial review of complaints. 

 

5. Record Keeping 

We maintain a register of all complaints received. Each complaint is logged, monitored, and reviewed regularly to help us improve our service standards and staff training. 

 

6. Feedback 

We welcome feedback from clients, tenants, landlords, and other parties to help us continually improve. Even if your concern doesn’t amount to a formal complaint, please let us know how we can do better. 

 

Document Control Policy Owner: [Gary Davies / Director] Effective Date: 15th October 2025 Next Review Date: October 2026