THE LORDS PARTNERSHIP LIMITED’S (“LORDS ESTATE AGENTS”)
GRIEVANCE PROCEDURE.           

1.   Lords Estate
Agents, is a Member of The Property Ombudsman (TPO), and aims to provide the
highest standards of service to all of its customers. To ensure that their
interests are safeguarded and in the rare event that a problem arises, a
complaints procedure has been introduced. This provides for the matter to be
dealt with internally by the management of the Company, and in the event that
we are not able to deal with the issue to the mutual satisfaction of both
parties, by reference to The Property Ombudsman.

          2.   If you believe
you have a complaint, please write in the first instance to The Managing
Director at:

The Lords Partnership Limited, 56-58 Wood Street, Kingston
upon Thames, Surrey, KT1 1UW            

3.   A complaint will
wherever possible be acknowledged within 24 hours but no longer than 3 working
days, investigated thoroughly in accordance with established in-house
procedures and a formal reply will be sent within 15 working days of receipt of
the complaint.  

 

           4.   If the
complainant is not satisfied with the outcome of our initial investigation,
they are provided with a further opportunity to have the complaint reviewed by
another of the Lords Directors by writing again to the address shown
above.            

5.   In the event that
the final review as detailed above still fails to satisfy the complainant, then
the complainant is at liberty to have the matter referred to the Property
Ombudsman. We will submit our file to the Ombudsman on request and subject to
consent. The complainant is also entitled to have their complaint referred to
the Ombudsman should we fail to deal with matters promptly or not complied with
our in-house complaints procedure within 8 weeks from the date we receive a
written notification of the grievance. 

          If, as a customer of Lords, you have any questions regarding
the above, please contact your local office, write to the Managing Director at
the address above or email [email protected]