Complaints Procedure - Lighthouse Estate Agents

COMPLAINTS PROCEDURE

Clients can register a complaint, comment or compliment with full contact details, by:

Phone 01623 753123
In writing or by email at Anne Wright, 55 Station Street, Kirkby-in-Ashfield, Nottinghamshire NG17 7AN anne@lighthouse-estateagents.co.uk
In person, by a member of staff completing in writing on the client’s behalf

Stage one

We will endeavour to acknowledge receipt of your complaint within three working days.
We aim to respond to your complaint within ten working days from receipt. If we are unable to do this we will advise you of the delays and keep you updated on progress.
If you are dissatisfied with our response at stage one, you can ask us to consider your complaint at stage two.

Stage two

We will look at your complaint at stage two if you indicate in writing that you are dissatisfied with the response you have received at stage one.
We will endeavour to acknowledge receipt of your request to move to stage two within three working days.
We aim to respond to your complaint at stage two within ten working days from receipt of your request. If we are unable to do this we will advise you of the delays and keep you updated on progress. We will provide you with a final written statement, and if applicable, an offer as to further action intended to satisfy the matter.
If you are dissatisfied with our response at stage two, we will advise you of your right to contact our independent redress scheme.
Our complaints procedure must be followed before our independent redress scheme will consider your complaint.

Independent Redress Scheme The Property Ombudsman Scheme for Residential Sales and Lettings. Our Membership Number D02304

For advice or help with making a complaint you may call or write to The Property Ombudsman Scheme for Residential Sales and Lettings.

Address: The Property Ombudsman, Milford House, 42-55 Milford Street, Salisbury, Wiltshire SP1 2BP

Telephone: 01722 333306 Facsimile: 01722 332296