Compliant Procedure

Company Complaints Handling Procedure

We aim to provide a high level of service to all our clients but occasionally things do go wrong. We welcome constructive comments and complaints, as they help us to improve our service. When we make mistakes or if circumstances beyond our control affect our service delivery standards, we will apologise and do everything we can to put things right.

Step One

If you have a complaint about our service or advice, please contact us by telephone, letter, email or fax.

By telephone

Please ring the office you were dealing with during normal office hours, you will be put through to speak to the manager based at that office. You will be asked to give an outline of your complaint and arrangements will be made for our Director to call you.

In writing

Please send your letter, email or fax to the Manager of the office you were dealing with:

Lamont & Co Estates

Unit 1 JQ1

32 George Street

Birmingham

B3 1QG

Please give:

  • Full details of the complaint
  • The name of person you were dealing with and address of the property in question.
  • Information so that we may contact you – name, address, telephone numbers (daytime and if applicable, mobile), fax number and e-mail address if you have one.

In dealing with your complaint we will acknowledge it, investigate and let you know what went wrong and what we will do to put things right. We will write to you within two weeks either with a full reply or let you know the position if our investigation is not complete.

Step Two

If you have followed the above procedure and are not satisfied with the response, please write fax or e-mail to;

Customer Services Department

Lamont & Co Estates

Unit 1 JQ1

32 George Street

Birmingham

B3 1QG

Telephone :            0121 725 4080

Website :               www.lamontestates.co.uk

Email :                   info@lamontestates.co.uk

Step Three

If you have followed steps one and two, and are still not satisfied, you may wish to direct your complaint to:

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

Complaint Enquiries: 01722 333306

Website www.tpos.co.uk