Complaints Handling Procedure

//Complaints Handling Procedure
Complaints Handling Procedure 2019-07-22T15:01:11+00:00

Complaints Handling Procedure for Lyndon Brett Partnership

Lyndon Brett Partnership takes all complaints extremely seriously and any complaint received, will be dealt with immediately and appropriately.

The appointed person within Lyndon Brett Partnership who deals with complaints is Tina Stoel-Walker.

The following procedure will be followed:

Stage 1: Internal Complaints Procedure

  1. If a verbal complaint is made, the complainant will be requested to make its complaint in writing.
  2. On receipt of a written complaint, the complaint will be acknowledged within 7 days.
  3. The complaint will be given full consideration by the appointed person.
  4. Every effort will be made to respond fully to the complaint within 28 days. If the complaint cannot be responded to fully, an update will be given.
  5. If the complaint cannot be resolved, the complainant will be advised in writing that the internal complaints procedure (Stage 1) has been exhausted. Details of the independent redress mechanism (Stage 2) will be included.

Stage 2: Independent Redress Mechanism

Where stage 1 has been exhausted and the complaint has not been resolved, provision has been made for the complainant to take its case to an independent redress mechanism should they wish to. The independent redress mechanism used by Lyndon Brett Partnership is The Property Ombudsman.

Should you wish to make a complaint, please contact the office on 01278 450350 or tina@lbp-rics.co.uk in the first instance and request to speak to Tina Stoel-Walker, Practice Manager of Lyndon Brett Partnership.

Complaints Handling Procedure for LB Property Management Solutions Ltd

LB Property Management Solutions Ltd takes all complaints extremely seriously and any complaint received, will be dealt with immediately and appropriately.

The appointed person within LB Property Management Solutions Ltd who deals with complaints is Tina Stoel-Walker.

The following procedure will be followed:

Stage 1: Internal Complaints Procedure

  1. If a verbal complaint is made, the complainant will be requested to make its complaint in writing.
  2. On receipt of a written complaint, the complaint will be acknowledged within 7 days.
  3. The complaint will be given full consideration by the appointed person.
  4. Every effort will be made to respond fully to the complaint within 28 days. If the complaint cannot be responded to fully, an update will be given.
  5. If the complaint cannot be resolved, the complainant will be advised in writing that the internal complaints procedure (Stage 1) has been exhausted. Details of the independent redress mechanism (Stage 2) will be included.

Stage 2: Independent Redress Mechanism

Where stage 1 has been exhausted and the complaint has not been resolved, provision has been made for the complainant to take its case to an independent redress mechanism should they wish to. The independent redress mechanism used by LB Property Management Solutions Ltd is The Property Ombudsman.

Should you wish to make a complaint, please contact the office on 01278 450350 or tina@lbp-rics.co.uk in the first instance and request to speak to Tina Stoel-Walker, Practice Manager of LB Property Management Solutions Ltd.

Enquiry About Property

Contact Details

Address

Lyndon Brett Partnership

County Court Chambers
Queen Street
Bridgwater
Somerset
TA6 3DA

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