THE LORDS PARTNERSHIP LIMITED’S (“LORDS ESTATE AGENTSâ€) GRIEVANCE PROCEDURE
1. Lords Estate Agents, is a Member of The Property Ombudsman (TPO), and aims to provide the highest standards of service to all of its customers. To ensure that their interests are safeguarded and in the rare event that a problem arises, a complaints procedure has been introduced. This provides for the matter to be dealt with internally by the management of the Company, and in the event that we are not able to deal with the issue to the mutual satisfaction of both parties, by reference to The Property Ombudsman.
2. If you believe you have a complaint, please write in the first instance to The Managing Director at:
The Lords Partnership Limited
56-58 Wood Street
Kingston upon Thames
Surrey, KT1 1UW
3. A complaint will wherever possible be acknowledged within 24 hours but no longer than 3 working days, investigated thoroughly in accordance with established in-house procedures and a formal reply will be sent within 15 working days of receipt of the complaint.
4. If the complainant is not satisfied with the outcome of our initial investigation, they are provided with a further opportunity to have the complaint reviewed by another of the Lords Directors by writing again to the address shown above.
5. In the event that the final review as detailed above still fails to satisfy the complainant, then the complainant is at liberty to have the matter referred to the Property Ombudsman. We will submit our file to the Ombudsman on request and subject to consent. The complainant is also entitled to have their complaint referred to the Ombudsman should we fail to deal with matters promptly or not complied with our in-house complaints procedure within 8 weeks from the date we receive a written notification of the grievance.
If, as a customer of Lords, you have any questions regarding the above, please contact your local office, write to the Managing Director at the address above or email
[email protected].
Thank you very much indeed for the review!
It’s great to know that we are keeping our Antipodean cousins happy and I think yours is the furthest review we have had so far.
Truly appreciated: Thanks again.
Kind regards,
Guy Hodge
Managing Director
Lords Estate Agents
[email protected]
www.lordsonline.co.uk