In-House Complaints Procedure
Resolving your complaint
At LAC Property Limited we ensure that the process of letting a property either as a landlord or as a tenant runs as smoothly as possible.
LAC Property Limited is a member of The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place.
1. Speak to your Property Manager
All complaints should, in the first instance, be directed to the Property Manager you have been dealing with. He or she will acknowledge the complaint within three working days of receipt and will endeavour to resolve your complaint immediately, no later than five working days of the first notification.
2. Write to the Director
If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Director of LAC Property Limited. You must write to them within one month of receiving the Office response. The property manager can supply you with the details of the appropriate person. Your complaint will be acknowledged within three working days of receipt and a full and thorough investigation undertaken. A formal written outcome of the investigation will be sent to you within 15 working days. Following a Director’s investigation, a written statement expressing LAC Property Manager’s final view will be sent to you within 8 weeks of the initial complaint. This will include any offer made.
3. Referral to the Property Ombudsman
You may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman Consumer Guide or online at http://www.tpos.co.uk Please note that you must do so within 12 months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed. The postal address for TPOS is: Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP and the contact number is 01772 333 306, admin@tpos.co.uk
Resolving your complaint
At LAC Property Limited we ensure that the process of letting a property either as a landlord or as a tenant runs as smoothly as possible.
LAC Property Limited is a member of The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place.
1. Speak to your Property Manager
All complaints should, in the first instance, be directed to the Property Manager you have been dealing with. He or she will acknowledge the complaint within three working days of receipt and will endeavour to resolve your complaint immediately, no later than five working days of the first notification.
2. Write to the Director
If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Director of LAC Property Limited. You must write to them within one month of receiving the Office response. The property manager can supply you with the details of the appropriate person. Your complaint will be acknowledged within three working days of receipt and a full and thorough investigation undertaken. A formal written outcome of the investigation will be sent to you within 15 working days. Following a Director’s investigation, a written statement expressing LAC Property Manager’s final view will be sent to you within 8 weeks of the initial complaint. This will include any offer made.
3. Referral to the Property Ombudsman
You may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman Consumer Guide or online at http://www.tpos.co.uk Please note that you must do so within 12 months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed. The postal address for TPOS is: Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP and the contact number is 01772 333 306, admin@tpos.co.uk