Complaints Procedure

Lampon Lets is a member of The Property Ombudsman, ARLA Propertymark and the Royal Institution of Chartered Surveyors. We aim to provide the highest standards of service to all landlords and tenants. Complaints are few and far between – but when they do occur, we strive to deal with them efficiently and effectively.

To ensure that your interests are safeguarded, our firm operates a Complaints Procedure. This gives a clear path for those who wish to pursue a grievance.

Making an informal complaint

If you are in any way unhappy about the service you have received from Lampon Lets, we recommend you take the matter up verbally with the relevant Lettings Manager. He or she will listen to your concerns and, if at all possible, seek to resolve the issue, either there and then or within a day or so.

Submitting a formal complaint

Should you wish to make a formal complaint, this must be submitted in writing and directed, in the first instance, to the relevant Lettings Director. On receipt of your letter, he or she will send you a formal acknowledgement within three working days and undertake an internal review. A formal written response will be sent to you within 15 working days of sending the acknowledgement letter.

If you are not satisfied with this response, you should write to us again and we will arrange for a separate review to be undertaken by a Director. A formal acknowledgement will be sent to you within three working days of receiving your request and a full written response within 15 working days after that acknowledgement confirming our final viewpoint on the matter.

Referral to The Property Ombudsman

Lampon Lets’ Complaints Procedure takes into account guidelines given by the industry’s leading regulatory bodies. If, having pursued your complaint as advised above, you still feel you have an unresolved grievance then you can refer your complaint to The Property Ombudsman for an independent review without charge.

Please note The Property Ombudsman will not consider your complaint if the above complaints procedure has not been completed. Referral to The Property Ombudsman must be made within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman Milford House
43-55 Milford Street
Wiltshire SP1 2BP

T: 01722 333306