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Complaints Procedure

Making a complaint – Residential Sales or Lettings

Lauristons is a voluntary member of The Property Ombudsman Scheme (TPOS) for sales and lettings and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints process in place.

The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases we hope that any issues can be resolved quickly and amicably to customers' satisfaction at manager level.

Stage One – Branch Manager

Complaints should, in the first instance, be directed to the Manager of the estate agency branch you have been dealing with. They will acknowledge receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure document.  They will then endeavour to liaise with you quickly and resolve your complaint promptly.  A formal written outcome of our investigation will be sent to you no later than 15 working days of sending the acknowledgement letter.

Stage Two – Senior Management

Should the local Branch Manager not be able to resolve your complaint to your satisfaction, you can refer the matter to the Sales Director, Divisional Head of Lettings or the Head of Compliance and Tenancy Services as applicable, who will respond within 15 working days of receiving your request for a review.  They will confirm our final viewpoint on the matter. 

Stage Three – The Property Ombudsman

If you still remain dissatisfied with the outcome of your complaint after dealing with the local branch and the managing director (and once you have received a final viewpoint letter from the latter) you can then contact the Property Ombudsman to request an independent review.

Details of how to contact the Property Ombudsman will be contained within the final viewpoint letter sent as the final response to your complaint. Information can also be found online at www.tpos.co.uk.

  • You must make your complaint to the Property Ombudsman within 12 months of the date of our Final Viewpoint letter.
  • The Property Ombudsman will not consider your complaint until our internal complaints procedure has been exhausted and you have received our final viewpoint letter.
  • The Property Ombudsman recommends paying any outstanding fees on a "without prejudice" basis to avoid late-payment charges and/or further action.