1. Introduction
Zero Down Lease is a group of companies comprising Leasehold Services Ltd, Leasehold Solicitors Ltd, and Leasehold Finance Ltd. We are committed to delivering high-quality services to all clients. We value your feedback and treat any concerns seriously.
As a regulated firm, we have in place a Complaints Handling Procedure (CHP) which meets our regulatory requirements. Our CHP has two stages. Stage One gives our firm the opportunity to review and consider your complaint in full, and we will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to Stage Two, where an independent redress provider can review your complaint.
Each Group Company maintains different regulatory oversight:
Leasehold Services Ltd (CRN: 13972245) is regulated by the Royal Institution of Chartered Surveyors (RICS number 884901) and is a member of The Property Ombudsman (TPO Membership Number: 26260).
Leasehold Solicitors Ltd (CRN: 16153744) is authorised and regulated by the Solicitors Regulation Authority (SRA No. 8011038).
Leasehold Finance Ltd (CRN: 16153257) is registered with the FCA as an Annex 1 Financial Institution for anti-money laundering supervision (Firm Reference: 1024784).
We comply with all applicable codes of practice and 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 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. Stage One — Internal Review
4.1. Making a Complaint
You may first raise your concern informally by calling our main company line on +44 (0)20 3026 0866 or emailing team@zerodown.lease. 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:
Complaints
Zero Down Lease
66 Paul Street
London, EC2A 4NA
Email: team@zerodown.lease
If you initially made your complaint verbally, whether in person or by phone, please follow up in writing to confirm the details. Please specify which Group Company your complaint relates to, as this will help us direct your complaint to the appropriate team.
4.2 Acknowledgement
We will acknowledge your written complaint within three working days, confirming our understanding of the issue and advising you if we need any additional details.
4.3 Investigation and Response
An independent member of our team will thoroughly investigate your complaint and aim to provide a formal response or resolution within 15 working days of receiving it. If your complaint relates to services provided by Leasehold Solicitors Ltd, it will be handled in accordance with SRA requirements, including review by our complaints partner where appropriate.
If we need more time due to complexity or the need to gather further information, we will keep you informed of the reason for the delay and let you know when you can expect a response.
4.4 Further Internal Review
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.
4.5 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.
In any event, we will conclude our investigation and issue a final response no later than eight weeks from the date we first received your written complaint.
5. Stage Two — Independent Redress
If you remain dissatisfied after receiving our final response, or if eight weeks have elapsed since you first raised the complaint in writing (whichever occurs sooner), you have the right to refer your complaint to an independent redress provider. Your referral options depend on which Group Company provided the services you are complaining about. For details of the services provided by each company, you may refer to your contract and/or terms and conditions.
For complaints about Leasehold Services Ltd services:
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
Business Clients: You can refer your complaint to the RICS Dispute Resolution Service (DRS).
RICS Dispute Resolution Services
55 Colmore Row
Birmingham, B3 2AA
Tel: 0207 334 3806
Email: drs@rics.org
Web: www.rics.org/drs
5.2 Complaints about Leasehold Solicitors Ltd
You may be entitled to complain to the Legal Ombudsman about our service. This service may not be available to all clients, such as large businesses. The Legal Ombudsman expects complaints to be made within one year of the act or omission about which you are concerned, or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response.
Legal Ombudsman
PO Box 6167
Slough, SL1 0EH
Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
In cases of solicitor dishonesty or fraud, you may be eligible for compensation from the SRA Compensation Fund. More information at www.sra.org.uk.
For serious professional misconduct concerns, reports can be made directly to the Solicitors Regulation Authority at www.sra.org.uk.
5.3 Complaints about Leasehold Finance Ltd
As our financing products are exempt from FCA regulation, you are unable to complain to the Financial Ombudsman Service. However, you retain the right to use our internal complaints procedure as set out in Stage One of this policy.
6. Client Money Complaints
For complaints specifically relating to client money handling by Leasehold Services Ltd, you have protection under the RICS Client Money Protection Scheme (up to £50,000). Please note that Leasehold Services Ltd is the sole Group Company that handles client money. Client funds are not covered by the SRA Compensation Fund when held by Leasehold Services Ltd.
7. 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, TPO and SRA guidelines as applicable.
8. Monitoring and Review
We review our Complaints Policy periodically to ensure it remains fit for purpose and consistent with all applicable regulatory requirements. Lessons learned from complaints help us improve our internal processes and service standards across all Group Companies.
9. 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:
Zero Down Lease
66 Paul Street
London, EC2A 4NA
Phone: +44 (0)20 3856 8300
Email: team@zerodown.lease
We appreciate the opportunity to address and resolve any concerns.
