Complaint Procedure

Complaints Procedure

We are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them. This will help us to resolve issues as soon as possible and improve our service going forward. If you have a complaint, please put this in writing (letter or email) to us. We will acknowledge receipt and respond in line with the timescales and stages set out below. The process should take no longer than 8 weeks.

We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

Stage 1 – Your complaint.

Please put your complaint in writing either by letter or email and address it to: Claire Harrington, Lettings and Sales Manager, Lamont Estates Ltd. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclose or attach any supporting evidence.

Address: Lamont Estates Ltd, 32 George Street, Birmingham, B3 1QG

Stage 2 – Our Acknowledgement

Your complaint will be acknowledged within 3 working days, and we will start our in-house complaints process.

Stage 3 – Investigation

Your complaint will be investigated, we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate. This will be within 15 working days of receiving your initial complaint. If we can’t complete our investigation within 15 working days, we will contact you and confirm.

Stage 4 – Our Final Investigation

If you remain unhappy, your subsequent complaint will be investigated at Director Level, and they will provide a written response outlining our final position and proposing resolutions where appropriate. This will be within 15 working days of receiving your subsequent complaint. If more time is needed, we will write to you to confirm why.

Stage 5 – The Property Ombudsman

Should you remain dissatisfied after receiving our final viewpoint letter, you can refer your complaint to:

The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury SP1 2BP 01722 333306 |

Timescale: You must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter.