Complaints Procedure

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 (visit 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 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.

Please note, The Property Ombudsman will not consider your complaint until our internal complaint’s procedure has been exhausted and you have received our Final Viewpoint letter.