Complaints procedure

...because we care if you are dis-satisfied with any part of the service you have received!

Complaints procedure:-

At Land Estates we take customer service extremely seriously and it is important for us to know if we occasionally get it wrong. So we have devised this complaints procedure for our clients who feel that we have acted in a way that is less than satisfactory. We are also registered with “The Property Ombudsman” so should you feel we have not responded to your complaint to your complete satisfaction then you have the opportunity to have your point heard and raised by an independent body.

Our complaints procedure is detailed below:-

  1. Send an email to complaints@landestate.co.uk. This will be sent to the Office Manager. If you prefer to write a letter, then please send it directly to the Office Manager. Our address can be found under the “contact us” heading on our website.
  2. The manager will send an email or letter back acknowledging receipt of your complaint and outlining a timescale when you can expect a response, following an internal investigation.
  3. The Manager will investigate all points raised in the complaint and will either write to you or call you to discuss these. If there is a delay in responding the Manager will call you to discuss an extension on the investigations and the reason for this.
  4. Once the investigation is complete we will write to you with the outcome which we hope you will be satisfied with. Should this not be the case and you deem it appropriate, you should then contact “The Property Ombudsman”.

The Property Ombudsman’s Code of Practice procedure can be downloaded, with a form that you can fill out. This can be found at www.tpos.co.uk. We really hope that we are able to resolve any disputes directly with you and rest assured all complaints are taken extremely seriously. We believe that it is imperative we get our service right and will do all we can to restore your faith in us.