A Responsible Person has been appointed in each Department to deal with complaints and you should not hesitate to contact the relevant person. Details are set out below:
| Department | Responsible Person First Point of Contact Complaints in Respect of the Respective Department / Person | Responsible Person Designated Complaints’ Handler Complaints in Respect of the Head of Department |
| Letting & Property Management | Kim Davies, Director Beccles Office, Gate House, Hungate, Beccle, Suffolk, NR34 9TL kim@livingproperty.co Tel: 01502 558538 |
Paula Cunningham, Director Beccles Office, Gate House, Hungate, Beccle, Suffolk, NR34 9TL paula@livingproperty.co Tel: 01502 558538 |
| Sales & Auctions | Martin Cunningham, Director Beccles Office, Gate House, Hungate, Beccle, Suffolk, NR34 9TL martin@livingproperty.co Tel: 01502 558538 |
Martin Cunningham, Director Beccles Office, Gate House, Hungate, Beccle, Suffolk, NR34 9TL martin@livingproperty.co Tel: 01502 558538 |
We are committed to providing a 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, including as much detail as possible. We will then respond in line with the timeframes set out below
Where your complaint is initially made orally, you will be requested to send a written summary of your complaint to the relevant person as indicated above.
What will happen next?
• We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will be undertaken by the nominated First Person Contact Point, the person as stated in the above table. A formal written outcome of our investigation will be sent to you within 21 days of sending the acknowledgement letter.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by the Designated Complaints Handler, as stated in the table above.
• We will write to you within 21 days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact the following Ombudsman services to request an independent review:
Lettings & Property Management: The Property Ombudsman Ltd (TPO) - www.tpos.co.uk
Sales & Auctions: Property Redress Scheme (PRS) - https://www.theprs.co.uk/
Please note the following:
Ombudsman services require your escalation to be within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
Important Note: Ombudsman services require that all complaints are addressed through this, Living Property’s in-house complaints procedure, before being submitted for an independent review.
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