Lucy Alan Estate Agents Complaints Procedure
In-house Complaints Procedure
We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them. This will help us to resolve issues as soon as possible and improve our service going forward.
If you have a complaint, please put this in writing (letter or email) to us. We will acknowledge receipt and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks. We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.
Stage 1 – Your Complaint
Please put your complaint in writing either by letter or email and address it to:
Lucy Alan Estate Agents
Burlington House
369 Wellingborough Road
Northampton, NN1 4EU
Please include as much detail as possible, outlining all issues you would like considered, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.
Stage 2 – Our Acknowledgement
Your complaint will be acknowledged and we will start our in-house complaints process.
Timescale: Within 3 working days of receiving your complaint
Stage 3 – Our Investigation
Your complaint will be investigated and Lucy Alan will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.
Timescale: Within 15 days of receiving your complaint
Stage 5 – The Property Ombudsman
Should you remain dissatisfied after receiving our final viewpoint letter, you can refer your complaint to:
The Property Ombudsman
01722 333306
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.
If we have not addressed your complaints within eight weeks, you can refer your complaint to the Ombudsman.
No charge will be made for any complaint we handle.
You can download our Complaints Procedure in pdf format HERE