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LeBern

Sales, Lettings, Property Management

Complaints Procedure of LeBern Limited

Publicised Contact Details for Complaints:

Written complaints may be sent to; Attn: Management, LeBern Limited, Romer House, 132 Lewisham High Street, London, SE13 6EE.

Receiving Complaints

Complaints may arrive through channels publicised for that purpose.
The person who receives a phone or in person complaint should:
Tell the complainant that we have a complaints procedure and this will need to be followed

Resolving Complaints

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. It is always advisable to revert to terms and conditions to clarify roles and responsibilities.

Whether or not the complaint has been resolved, the complaint information should be passed to the complaint officer within one week of receiving the complaint.

On receiving the complaint, the complaint officer records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within 2 weeks. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

External Stage

If the complainant is not happy with the decision the complaint procedure has provided the complainant can escalate the complaint to "the property ombudsman service"

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

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