1. Introduction
Leasehold Services Ltd is committed to delivering a high-quality service to all clients and customers. We value your feedback and treat any concerns seriously. As members of The Property Ombudsman “TPO” (Membership Number: 26260) and regulated by the Royal Institution of Chartered Surveyors “RICS” (RICS number 884901), we comply with both the TPO Code of Practice and the RICS Rules of Conduct, ensuring that any complaint is handled fairly, transparently, and in a timely manner.
2. Reasonable Adjustments
We make reasonable adjustments for anyone who might be disadvantaged by factors such as disability, language barriers, or other circumstances. If you require assistance—whether in communicating your complaint or otherwise—please let us know.
3. Definition of a Complaint
A complaint is any expression of dissatisfaction regarding our service that requires a response or resolution. To ensure proper review under this procedure, complaints must be put in writing (letter or email). This written requirement helps us maintain a clear, verifiable record of the issue and ensure that we address your concerns accurately.
4. Making a Complaint
You may first raise your concern informally by calling our main company line on +44 (0)20 3026 0866 or emailing support@leaseholdservices.com. We will attempt to resolve the matter swiftly. If you remain dissatisfied or wish to proceed with a formal complaint immediately, please set out your complaint in writing and send it to:
Customer Services Manager
Leasehold Services Ltd
3rd Floor, 86-90 Paul Street
London, EC2A 4NE
Email: team@leaseholdservices.com
If you initially made your complaint verbally—whether in person or by phone—please follow up in writing to confirm the details.
5. Complaints Handling Process
We will acknowledge your written complaint within three working days, confirming our understanding of the issue. We will confirm our understanding of the issue and advise you if we need any additional details.
An independent member of our team will thoroughly investigate and aim to provide a formal response or resolution within 15 working days of receiving your complaint. If it appears we may need more time due to complexity or the need to gather more information, we will keep you informed of the reason for the delay and let you know when you can expect a final response.
If you are dissatisfied with our response, you may request a further review by a senior member of staff who was not involved in the initial investigation. We will then issue a final viewpoint within 15 working days of that request. We will send this final viewpoint by letter or email, clearly stating whether your complaint is upheld, and any remedial action we propose.
In any event, we will conclude our investigation and issue a final response no later than eight weeks from the date you first raised the complaint in writing. For clarity, this eight-week period begins on the day we receive your written complaint.
6. Final Response
Our final viewpoint letter will explain our investigation findings, whether or not your complaint is upheld, and any remedial action we propose. Nothing in this procedure affects your legal or statutory rights.
7. Referral Options
If you remain dissatisfied or if eight weeks have elapsed since you first raised the complaint (whichever occurs sooner), you may refer your complaint depending on whether you are a consumer or a business client.
For Consumers (Individuals): You can refer your complaint to The Property Ombudsman (TPO), free of charge, within 12 months of our final response.
The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Tel: 01722 333306 | Website: www.tpos.co.uk | Email: admin@tpos.co.uk
For Business Clients: You can refer your complaint to the RICS Dispute Resolution Service (DRS).
RICS DRS, Surveyor Court, Westwood Way, Coventry, CV4 8JE
Tel: 0207 334 3806 | Email: drs@rics.org | Web: www.rics.org/drs
8. Confidentiality and Data Protection
All complaints are handled in confidence. Any personal data collected during the process will be treated in accordance with the UK General Data Protection Regulation (UK GDPR) and other applicable data protection laws, as well as our own Privacy Policy.
We retain a written record of your complaint and all related correspondence in accordance with relevant regulatory and legal requirements, to help us monitor service quality and comply with RICS and TPO guidelines.
9. Monitoring and Review
We review our Complaints Policy periodically to ensure it remains fit for purpose and consistent with RICS and TPO requirements. Lessons learned from complaints help us improve our internal processes and service standards.
10. Contacting Us
If you have any questions about this policy or wish to check on the status of a complaint, please get in touch at:
Leasehold Services Ltd
3rd Floor, 86-90 Paul Street
London, EC2A 4NE
Phone: +44 (0)20 3856 8300
Email: team@leaseholdservices.com
We appreciate the opportunity to address and resolve any concerns.
Last updated 22nd Jan 2025
