We are committed to providing professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing to customercare@lessel.co.uk with a word COMPLAINT in the subject and include as much detail as possible. We will then respond in accordance with the timeframes outlined below.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, along with a copy of this procedure.
- The Head of Property Management or Head of Lettings will then investigate your complaint. We will send you a formal written outcome of our investigation within 15 working days of sending the acknowledgement letter.
- If, at this stage, you are not satisfied, you should contact us again and we will arrange for a separate review to take place by the Lettings Director, who is a senior member of the management team. We will write to you within 15 working days of receiving your request for a review, confirming the final outcome of the matter.
- If your complaint is related to the Head of Property Management or the Head of Lettings, you should contact the Lettings Director directly: jemilla.divito@lessel.co.uk. We will follow the same procedure as outlined above.
- If you feel we have not attempted to address your complaints within eight weeks, you may take your complaint to the Redress Scheme to be considered without our final viewpoint on the matter.
You can request a free independent review from The Property Redress Scheme if you are still unsatisfied after the last stage of the internal complaint procedure or if more than 8 weeks have passed since the initial complaint.
- Property Redress Scheme, 1st Floor, Premiere House, Elstree Way, Borehamwood WD6 1JH
- Please go to https://www.theprs.co.uk/consumer, select consumer and then complain now and follow the relevant steps on the website.
Please note the following:
The Property Redress Scheme requires that all complaints are addressed through this in-house complaint’s procedure, before being submitted for an independent review.
You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final outcome letter, including any evidence to support your case.
