+ Limelight: complaints procedure

What to do should you have a complaint about Limelight

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COMPLAINTS PROCEDURE

What to do should you have a complaint about Limelight

COMPLAINTS PROCEDURE

What to do should you have a complaint about Limelight

Limelight’s aim is to provide first class customer service to each and every tenant, landlord, and investor.  If for any reason you feel that we have not met this aim and wish to raise a complaint, please follow the Complaints Procedure below

Step 1: Initial Action

In the first instance we ask that you contact the office to discuss your situation and what we may do to resolve the matter

01352 218210

info@limelightletting.co.uk

Step 2: Follow-Up Action

If after Step 1 you remain unhappy with the way your complaint has been dealt with, then you should complete the form below and Limelight will respond in line with the following timescales:

•  You will receive an acknowledgement within 3 working days of receipt of your complaint
•  Within 15 working days of the acknowledgement, you will receive a full response
•  If we are unable to resolve the matter within 15 working days, we will provide reasons and an estimate of when a full response will be received
•  After our final written response (viewpoint letter), Limelight may deem the complaint closed and reserves the right not to enter into any further correspondence.  However, we are members of the The Property Ombudsman Scheme and through them you can take further action

Step 3: Complaint Form

Step 4: The Property Ombudsman

The Property Ombudsman (TPO) is a Government-approved scheme providing consumers and property agents with an alternative dispute resolution service designed to achieve a full and final settlement of the dispute and all claims made by either party.  The TPO can only consider disputes if the matter cannot be dealt with through the agent’s in-house complaints procedure.  If after completing Steps 1 and 2 you wish to raise the matter with the TPO and have a complaint that they are able to consider (see ‘Can I Complain’ Self-Assessment Tool) please contact the TPO directly or complete their downloadable Complaint Form

tpo-logo

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Complaint Enquiries: 01722 333306

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