Complaints Procedure

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please email us at complaints@tlclondon.com, including as much detail as possible. We will then respond in line with the timeframes set out below. If you feel we have not addressed your complaint within eight weeks, you may be able to escalate your complaint as outlined below.

What will happen next?

• We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the office manager, who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgment letter.
• If, at this stage, you are still not satisfied, you should contact us again, and we will arrange for a separate review by a senior member of staff.
• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
• If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks have elapsed since the complaint was first made), you may request an independent review from one of the following organisations:

The Property Ombudsman (TPO)

Gateway House

10 Bishop’s Court

Lincoln LN6 3TQ

Tel: 01722 333 306

Email: admin@tpos.co.uk

Website: www.tpos.co.uk

 

Propertymark

Arbon House

6 Tournament Court

Edgehill Drive

Warwick CV34 6LG

Tel: 01926 496 791

Email: complaints@propertymark.co.uk

Website: www.propertymark.co.uk

 

Please note that you will need to submit your complaint to The Property Ombudsman or Propertymark within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman and Propertymark require that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.