Complaints Procedure

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At Lane Lettings Ltd, we are committed to providing a high standard of service to all clients. However, we recognise that on occasion things may not go as expected. If this happens, we welcome the opportunity to address and resolve any concerns.

MAKING A COMPLAINT

The purpose of this complaints procedure is to resolve issues or concerns promptly and fairly, and to ensure that the service we provide meets the standards we set.

STAGE ONE – INITIAL REVIEW

In the first instance, all complaints should be submitted in writing to Lane Lettings Ltd.

Your complaint will be acknowledged within three working days of receipt. We will investigate the matter and aim to provide a response as soon as possible and in any event within fifteen working days.

Email: info@lanelettings.co.uk

Registered Office Address: Lane Lettings Ltd, 87 St Augustine Street, Taunton, Somerset, TA1 1QL

STAGE TWO – DIRECTOR REVIEW

If you remain dissatisfied with the response provided at Stage One, you may escalate your complaint for further review by the Director of Lane Lettings Ltd.

Your complaint must be submitted in writing within one month of receiving the Stage One response.

Director: Rachel Lane

Email: rachel@lanelettings.co.uk

Upon receipt, the complaint will be reviewed and a full written response will be issued within fifteen working days.

STAGE THREE – THE PROPERTY REDRESS SCHEME

If you remain unhappy following the Director’s final response, you may refer your complaint to The Property Redress Scheme.

The Property Redress Scheme will only consider your complaint once our internal complaints procedure has been fully completed.

Any referral must be made within twelve months of the date of the final written response.

Details of how to contact The Property Redress Scheme are available on their website: www.theprs.co.uk.

This complaints procedure does not affect your statutory rights.