Complaints Procedure

In-House Complaints Procedure

At L&D Estate Agents, we are committed to providing a professional service to all our clients. In the unlikely unfortunate event of an issue, prompt communication is key.

Any issues or complaints you wish to log, are firstly required to be communicated in writing. We then have 8 weeks to consider and attempt to resolve the complaint.

If in a rare occasion we are unable to resolve the complaint within this timeframe, it is your responsibility to refer your complaint to The Property Redress Scheme.

Process

1. Once your complaint has been received, we will confirm this in writing within 3 working days alongside a copy of the complaint's procedure.
2. An investigation will then begin and will be dealt with by the Sales Manager who will review the case, communicating with both you and the member of staff you have dealt with.
3. A formal written outcome will then be sent within 15 working days of sending acknowledgement of the complaint.
4. If you are still unsatisfied, you should contact us again and an arrangement will be made for the Director to make a separate review. You can expect to receive a written outcome from the Director within 15 working days of your request to review our decision.
5. If we unfortunately still cannot come to an agreement, we would urge you to contact The Property Redress Scheme to request an independent review.

Property Redress Scheme

Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH.

0333 321 9418
[email protected]

Please Note
You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final communication including evidence to support your case.
The Property Redress Scheme requires all complaints are made through this in-house complaints procedure before contacting them for an independent review.