Information for Customers
We are a member of The Property Ombudsman Service (TPOS) and we aim to provide the highest standards of service to all our Residential Sales Management customers. In order to ensure that your interests are safeguarded, we have put into place a complaints process which we will follow in dealing with your complaint. Our aim is to handle any issues or concerns as quickly as possible; in order to achieve this we will, wherever we can, try and resolve your complaint at branch level.
Stage One - Branch Manager
All complaints should, in the first instance, be directed to the Branch Manager of the Branch you have been dealing with. He or she will endeavour to resolve your complaint immediately, and no later than five working days of the first notification.
Stage Two - Director
If they are unable to resolve the situation you may refer it to the Director responsible for the branch in question. We request that you send a written summary of your complaint to the Director, within one month of completing Stage 1.
The manager/individual will provide you with the Director name and a contact address or email in order for you to contact them. Alternatively you may email at: sittingbourne@lambornhill.com. We will acknowledge your complaint within 3 working days of receipt and provide you with a written response within 15 working days.
Stage Three - The Property Ombudsman
After you have received a response from the Director and if you are not satisfied with his proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the Director's final view point letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.uk. Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of the Managing Director’s final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure is exhausted.
Information for Customers
We are a member of The Property Ombudsman Service (TPOS) and we aim to provide the highest standards of service to all our Residential Lettings and Property Management customers. In order to ensure that your interests are safeguarded, we have put into place a complaints process which we will follow in dealing with your complaint. Our aim is to handle any issues or concerns as quickly as possible; in order to achieve this we will, wherever we can, try and resolve your complaint at branch level.
Stage One - Branch Lettings Manager
All complaints should, in the first instance, be directed to the Letting Manager of the Branch you have been dealing with. He or she will endeavour to resolve your complaint immediately, and no later than five working days of the first notification.
Stage Two - Lettings Director
If they are unable to resolve the situation you may refer it to the Divisional Lettings Director/Manager responsible for the branch in question. We request that you send a written summary of your complaint to the Divisional Lettings Director/Manager, within one month of completing Stage 1.
The manager/individual will provide you with the Lettings Director / Manager’s name and a contact address or email in order for you to contact them. Alternatively you may email at: sittingbourne@lambornhill.com. We will acknowledge your complaint within 3 working days of receipt and provide you with a written response within 15 working days.
Stage Three - The Property Ombudsman
After you have received a response from the Director and if you are not satisfied with his proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the Director's final view point letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.uk. Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of the Managing Director’s final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure is exhausted.