At LK Lettings Co, we are committed to providing a professional, efficient and high-quality service to all our
landlords, tenants, applicants and customers.
We recognise that occasionally things may not go as expected. If you have a complaint, we want to hear from
you and will make every reasonable effort to investigate and resolve your concerns as quickly and fairly as
possible.
Stage 1 – Contact the Person Dealing With Your Issue
In the first instance, please raise your complaint directly with the member of our team who is dealing with
your property, tenancy or enquiry.
Please submit your complaint in writing, preferably by email, and include:
• The nature of your complaint;
• What you believe has gone wrong;
• Any relevant dates, property details or supporting information; and
• What you would like us to do to resolve the matter.
Our response times
We will acknowledge receipt of your complaint within 3 working days, where possible.
We will then investigate the matter and aim to provide a full written response within 14 working days.
Where a complaint is more complex and requires further investigation, we may need additional time. In these
circumstances, we will keep you informed of the progress of your complaint and provide an estimated
timeframe for our full response.
The maximum period allowed for the full investigation and response is 8 weeks from the date we receive the
formal written complaint. We will, however, always aim to resolve complaints considerably sooner wherever
possible.
Stage 2 – Escalation to a Director
If you are not satisfied with our response, or you feel that your complaint has not been adequately resolved,
you may escalate the complaint to one of our Directors.
Please email your complaint to either:
Katie: katie@lklettingsco.com
Louise: louise@lklettingsco.com
Please include your original complaint, our response and any relevant previous correspondence so that the
Director can fully understand the circumstances and review how the matter has been handled.
Our response times
We will acknowledge your escalated complaint within 3 working days, where possible.
The Director will review the complaint and aim to provide a full written response within 14 working days.If further investigation is required, we will keep you informed of the progress and provide an estimated
timeframe for our response.
The overall internal complaints process may take up to 8 weeks from the date the original formal complaint
was received, in accordance with the requirements of the Property Redress Scheme. We will always aim to
resolve the complaint sooner where possible.
Stage 3 – Property Redress Scheme
If, after completing our internal complaints procedure, you remain dissatisfied and feel that the complaint has
not been resolved, you may refer the matter to the Property Redress Scheme, of which Holybourne Homes
Ltd T/A LK Lettings Co is a member.
The Property Redress Scheme provides an independent service for resolving disputes between consumers and
property agents.
The Property Redress Scheme requires consumers to have first raised their complaint with the agent in writing
and allowed the agent up to 8 weeks to investigate and respond before escalating the matter to them.
If we have provided a final response before the 8-week period has ended and you remain dissatisfied, you may
escalate the complaint sooner.
Further information about the Property Redress Scheme and its complaints process can be found on their
website:
Property Redress Scheme – Consumer Complaints
Our Commitment
We take all complaints seriously and will treat every complaint fairly, professionally and respectfully.
Our aim is to:
• Acknowledge complaints promptly;
• Investigate complaints thoroughly and objectively;
• Keep complainants informed throughout the process;
• Resolve complaints as quickly as reasonably possible; and
• Learn from complaints and use them to improve the service we provide.
While the formal complaints process allows up to 8 weeks for a complaint to be fully investigated and
responded to, our aim is always to resolve matters much sooner wherever possible.
We ask that all parties allow us the opportunity to investigate and resolve the matter directly before escalating
the complaint externally.