Internal Complaint Handling Procedure

Stage One – Initial inquiry

We receive a handful of complaints, however we understand that sometimes things can go wrong. If this becomes the case, we would encourage that in the first instance you try to resolve the situation with the member of our team you have been dealing with.

Stage Two – Further support – Senior Management

If you feel that the matter has not been fully resolved, please then request to speak with the relevant employees’ line manager. If the matter relates to Property Management, this would be the Senior Property Manager. If the matters relates to Lettings or Sales, then this would be the Area Manager.

Stage Three – Director of Operations/ Head of Property Management

If you are still unsatisfied with the resolution you may refer it to the Director of Operations / Head of Property Management. We request that you send a written summary of your complaint to this individual, within 30 days after the complaint has been raised. Please refer to the staff list on our website.

Alternatively you may write to complaint@lineas.co.uk

We will acknowledge your complaint within 3 working days of receipt and provide you with a written response within 10 working days.

Stage Four – Director

If you still remain dissatisfied with any aspect of our handling of your complaint, then please write to the Director at the following address:

FAO:  Director
23 Tavistock Road, London, England, E15 4ER

The Director will acknowledge your complaint within 3 working days and will investigate the issues raised. He will undertake a review of your complaint, including how it’s been handled to date, which may include further investigations into the background of your concerns.

The Director will put his recommendations in writing within 10 working days from receipt of your letter.

We are members of the Property Redress Scheme. If you remain unhappy with the response received from us and have exhausted our complaints procedure, you can contact the Property Redress Scheme to ask them to investigate your complaint. In order to take your complaint to The Property Redress Scheme you must first have carried out the following:

– You have waited 8 weeks from the date of your written complaint to us for a response; and

– It is still within one year from the last communication with you regarding this complaint

The Property Redress Scheme is a government approved Redress Scheme who resolves complaints between Members and their consumers. The complainant must have exhausted the Member’s internal complaints procedure and remain dissatisfied with the Member’s response. The Property Redress Scheme is free to use for the complainant and further information and guidance on how to resolve complaints is available via their website.

In order to make a complaint, please contact the Property Redress Scheme directly or alternatively, visit their website and fill out a Complaints Form. The Property Redress Scheme contact details are as follows:

Web: www.theprs.co.uk

Email: complaints@theprs.co.uk

By post at:

The Property Redress Scheme

Premiere House, 1st Floor

Elstree Way

Borehamwood

WD6 1JH