in-house Complaints procedure

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

As a Member of the Safe Agent Letting Accreditation Scheme, Leef Property Management aims to provide the highest standards of service to all Landlords and Tenants, but to ensure that your interests are safeguarded, we offer the following:

If you believe you have a grievance, please write in the first instance to:

The Manager: Leef Property Management, 12B Olympic Way, Warrington, Cheshire, WA2 0YL

What will happen next?

Your will receive acknowledgement of the complaint within 3 working days. The grievance will then be investigated thoroughly in accordance with established “in-house” procedures. A formal written outcome of the complaint will be sent to you within 15 days. If we require longer than this timescale we will advise you in writing and confirm our revised response date.

If you remain dissatisfied with the result of the internal investigation, please contact The Managing Director who will review the complaint and a written review of the complaint will be sent to you within 15 days.

Following the conclusion of the in-house review of the complaint, if you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd.,
Milford House, 43-45 Milford Street,
Salisbury, Wiltshire, SP1 2BP
Tel: 01722 333 306
www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.