Our commitment to handling complaints
We know that sometimes things can go wrong so here at Lilac Lettings we really value your feedback. Letting us know when you are not happy with our properties or service, provides us with the opportunity to put the situation right as quickly and efficiently as possible and it also helps us to improve our service for all our customers.
Our Promise is to:
• Treat your complaint fairly and promptly
• Try to resolve complaints straight away, when you first contact us
• Respond to you by phone if possible, and in writing once our investigations are complete if we have not been able to resolve your query when you first contact us
• Keep you informed of our progress
What Happens Next:
We will handle your complaint as quickly and thoroughly as possible. If we cannot resolve your complaint immediately, we promise to send you a written acknowledgement within three working days and will keep you informed of our progress until your complaint has been resolved. Should you have any further concerns or information relating to your complaint, please use the contact details provided on our website to contact our Customer Relations team directly, either by phone or letter, so that we can fully address your complaint.
Following the conclusion of our investigation, a written statement expressing our final view, and including any offer made, will be sent to you.
Not satisfied with our response?
We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied after you have been provided with our final response, or if fifteen working days have passed since you first raised the matter with us, you may have the option to refer the matter to The Property Ombudsman (TPO). Please note any such referral by you to The Property Ombudsman must be made within 6 months of you receiving our final view.
The Property Ombudsman Service
The role of The Property Ombudsman Service is to help settle individual disputes between consumers and businesses (who are their members) providing these services in the UK. If you contact the TPO before you receive your final response from us, or before the 15 working days have passed since you initially raised your concerns with us, the TPO will refer you back to Lilac Lettings to resolve your complaint.
Last updated at 3:08 PM 12/03/2014 by Debra Higgins