Complaints Procedure
Have an Issue?
STAGE 1
Submit a complaint
If you are unable to resolve the matter with your assigned property manager, please place your complaint in writing to our office address or filling in the form opposite.
​
If you would like to know who your relevant manager is then please call us.
​
The complaint will be acknowledged within 3 working days and a formal response will be sent to you within 15 working days.
STAGE 2
Speak to our management team
If you are not satisfied with the outcome you have a further opportunity for the complaint to be reviewed by our Managing Director.
Please send your further comments or concerns to Rochelle Santa-Theresa at our address below or by email to rochelle@lfgmanagement.co.uk
The complaint will be acknowledged within 3 working days and a formal response will be sent to you within 15 working days.
STAGE 3
Contact the Property Redress Scheme
In the event that this final review still fails to satisfy your complaint then you are at liberty to have the matter referred to the Property Redress Scheme.
​
You are also entitled to have your complaint referred to the Property Redress Scheme on request. You are also entitled to have your complaints referred to the Property Redress Scheme should we fail to deal with matters promptly or do not comply with our in house procedures within 8 weeks from the date we receive your written notification. The Property Redress Scheme address is as follows:
Property Redress Scheme
Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH.
Tel: 0333 321 9418
Email: info@theprs.co.uk | Web: https://www.theprs.co.uk
