Lawlors 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 put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below.
The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we find that most issues can be resolved quickly and amicably to customers’ satisfaction at branch level.
If the complaint cannot be satisfied at this point the complaint should be made in writing to the Branch Manager. All written complaints will be acknowledged in writing either by postal letter or e-mail within 3 working days and a proper investigation promptly undertaken. A formal written outcome of this investigation will be sent to the complainant within 15 working days.
If the complainant remains dissatisfied they can then pursue the complaint in writing via the Operations Manager:
Mr Jimi Epps – Lawlors, 120 High Road, Loughton, Essex IG10 4HJ.
This should provide the opportunity for a separate and detached review of the complaint by someone not directly involved in the transaction. Such a review will be sent to the complainant within 15 working days of receipt of the request for a review.
Following the conclusion of the investigation a written statement expressing final views and including any offer made will be sent to the complainant. This will also explain how the matter can be referred to the Ombudsman, pointing out that any such referral must be made within 12 months.
If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
01722 333 306
Please note the following:
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.
Please note, The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.