We are a member of The Property Redress Scheme and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.
You may find below our guidance for making a complaint in relation to:
- Estate Agency
- Residential Lettings & Property Management
RESIDENTIAL ESTATE AGENCY / RESIDENTIAL LETTINGS & PROPERTY MANAGEMENT – MAKING A COMPLAINT
Stage One – Manager
All complaints should, in the first instance, be directed to the manager of the branch along with the person you have been dealing with. They will endeavour to resolve your complaint as soon as possible, otherwise no later than 14 working days from when they received notification of the issue.
Stage Two – Senior Office Manager
If you remain dissatisfied, you may then further your complaint in writing to the senior office manager responsible for the branch in question; the senior office manager will supply you with their name and contact details. Where necessary, if the situation remains unresolved, we recommend that the issue be raised within one month of completing Stage 1.
Your escalation will be acknowledged within three working days of receipt and the office manager will work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within 14 working days.
Stage Three – Director
If you remain dissatisfied and wish to further escalate your complaint, you may write to the director at the address below, or via jas@lvproperty.co.uk. Your letter will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns. Within fifteen working days, the director will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.
LV PROPERTY – Jaspal Singh
157C Warstone Lane
Jewellery Quarter
B18 6NZ
Stage Four – The Property Redress Scheme (PRS)
After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Redress Scheme (PRS). Details of how to do this are contained within the final viewpoint letter alongside a link to The Property Redress Scheme (PRS) consumer guide at www.theprs.co.uk
Please note that if you do wish to contact The Property Redress Scheme (PRS), you must do so within 12 months of the date of the final viewpoint letter. It is also important to note that The Property Redress Scheme (PRS) will not consider your complaint until our internal complaints procedure has been exhausted.
