All complaints are recorded at the time they are made and must be made to the member of staff concerned.
If the complaint cannot be satisfied at this point the complaint should be made in writing to the Branch Manager (visit www.lawlors.co.uk for branch address details). 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.
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 6 months.
Please be aware that a complaint cannot be sent direct to the Ombudsman without first following the internal complaints procedure.