Felicity J Lord makes every reasonable effort to include accurate and current property information on its web pages. Felicity J Lord shall not be liable for any direct, indirect, incidental, consequential or punitive damages or losses arising from:
The use of, or inability to use
- The directories
- Any errors
- Misrepresentations or omission in the listings
- Products or services
- Computer viruses
Before making any journeys to view properties, you should confirm their availability and verify any critical information, particularly current asking price, to avoid disappointment. Any queries regarding a property should be addressed directly to the selling agent.
The conditions of this agreement shall be in force every time you visit Felicity J Lord . The laws of England and Wales govern this agreement.
Similarly, while we strive to ensure the accuracy of the rest of the content of our site, you should verify any information before acting on it, since Felicity J Lord cannot be liable for any loss, damage or breach of contract you might suffer by placing reliance upon that information. This also applies to the content of any linked pages supplied by separate providers who publish their own business terms and conditions.
Codes Of Practice
Felicity J Lord and its associated estate agency business is a member of The Property Ombudsman (TPOS) and subscribes to its Code of Practice and complaints procedure, details of which can be obtained from your local branch or on-line at www.tpos.co.uk. From time to time we may contact you to seek your consent to using your details in any compliance or monitoring process.
The entire original content of this site remains the property of Felicity J Lord and is copyrighted with all rights in respect of copying, broadcasting or onward publication reserved. The downloading of images from this web site is restricted to your own personal use and must not be used for any financial gain. The material published within this web site may not be copied, broadcast, altered or adapted without the express permission of Felicity J Lord.
To find more about our privacy statement click here.
The terms and conditions governing Felicity J Lord competitions are as follows:
- No purchase or payment of any kind is necessary to enter or win. A purchase does not increase your chances of winning.
- Competitions are open to all members of the public, including those under the age of 16 who have parental consent to enter, unless an age is specifically stated. In competitions intended for children, parental consent is not required.
- Altered, mutilated, illegible, non-understandable or late entries will not be accepted. Proof of phoning/posting cannot be offered as proof of delivery.
- Where prizes of goods or services are offered, no cash alternative is available and the prize is as stated and non-transferable.
- Unless otherwise stated, the winner/s will be the entrant/s whose entry/ies are picked at random after the published closing date of the competition.
- The companys decision is final and binding. No correspondence will be entered into.
- Persons entering competitions will be deemed to have accepted the foregoing terms and conditions.
- Employees of Felicity J Lord or any Limited company owned by Spicerhaart Group Ltd, their near relatives and competition sponsors, or anyone connected with the conduct of the competition are not eligible to enter.
- Winners may be required to take part in publicity photographs. Copyright will remain the property of Felicity J Lord and material may be used for promotional purposes.
- Only persons aged 18 and over may enter competitions that have prizes that contain alcohol. Proof of age will be required.
- To register with Felicity J Lord you must provide some of your personal data, including name, address, telephone number etc. The information collected on registration may be used in several ways including allowing us to contact you to provide the service requested and to make you aware of additional products and services you may find of interest. We will not otherwise disclose your personal information without your consent except where we believe the law requires.
We gather collective information about all of our users to provide us with statistics about the popularity and success of different parts of the Website. This information helps us determine what is most beneficial for our customers, and how we can continuously improve the user experience. We may share this impersonal data with our partners to monitor and demonstrate the performance of the site.
Please note that any telephone calls made to Felicity J Lord may be recorded and/or monitored for training and data protection purposes.
To register with Felicity J Lord you must provide some of your personal data, including name, address, telephone number etc. The information collected on registration is for several reasons including: i) to allow us to contact you to provide the service requested, ii) to customize the content of our site to meet your specific needs. iii) to make you aware of additional products and services that you may find of interest or iv) to contact you regarding site updates and enhancements.
Felicity J Lord will not otherwise disclose your personal information without your consent except where we believe the law requires.
Summary Of Terms
- Web Server: Server that delivers web pages to your computer.
- Browser: A software application (e.g. Microsoft Internet Explorer or Netscape Navigator) used to locate and display Web pages.
- IP (Internet Protocol): All networks connected to the Internet speak IP, the technical standard which allows data to be transmitted between two devices. TCP/IP (Transmission Control Protocol/Internet Protocol) is responsible for making sure messages get from one host to another and that the messages are understood.
Residential Estate Agency - Making a complaint
Felicity J Lord is a member of The Property Ombudsman (TPOS) and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place.
The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at Branch level.
Stage One - Branch Manager
All complaints should, in the first instance, be directed to the Manager of the Branch you have been dealing with. He or she will endeavour to resolve your complaint immediately, and no later than 5 working days after receipt of the first notification.
Stage Two - Divisional Sales Manager/Director
If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Divisional Sales Manager or Director responsible for the Branch in question. You must write to them within one month of receiving the Branch response. The Branch manager can supply you with the details of the appropriate person.
The Dvisional Sales Manager/Director will acknowledge your complaint within three working days of receipt of your letter and provide you with a full written response within 15 working days.
Stage Three - Customer Relations Manager
If you remain dissatisfied, you may address your concerns, in writing, to the Customer Relations Manager (CRM) within one month of the response from the Divisional Sales Manager/Director. Your letter will be acknowledged within three working days of receipt and you will be provided with a final view written response on behalf of the Company within 15 working days of receipt of your letter.
73 High Street
Stage Four- The Property Ombudsman
After you have received a response from the Customer Relations Manager, you may approach the Ombudsman if you are not satisfied with the response given; Details of how to do this are contained within the final viewpoint letter, TPOS's Consumer Guide, or online at www.tpos.co.uk. Please note that you must do so within six months of the date of the final letter. TPOS will not consider your complaint until our internal complaints process is exhausted.
Residential Lettings and Property Management - Making a Complaint
Information for Customers
We are a member of The Property Ombudsman Service (TPOS) and we aim to provide the highest standards of service to all our Residential Lettings and Property Management customers. In order to ensure that your interests are safeguarded, we have put into place a complaints process which we will follow in dealing with your complaint. Our aim is to handle any issues or concerns as quickly as possible; in order to achieve this we will, wherever we can, try and resolve your complaint at branch level.
Stage One - Branch Lettings Manager
We receive very few complaints, however we understand that sometimes things don’t go exactly to plan and can occasionally go wrong. If this becomes the case, we would prefer that you try to resolve the situation with the member of our team you have been dealing with or the lettings manager.
Stage Two - Divisional Lettings Director
If they are unable to resolve the situation you may refer it to the Divisional Lettings Director/Manager responsible for the branch in question. We request that you send a written summary of your complaint to the Divisional Lettings Director/Manager, within one month of completing Stage 1.
The manager/individual will provide you with the Divisional Lettings Director/Manager’s name and a contact address or email in order for you to contact them. Alternatively you may write to our customer care team at: email@example.com. They will acknowledge your complaint within 3 working days of receipt and provide you with a written response within 10 working days.
Stage Three - Managing Director
Should this still remain outstanding, or if you still remain dissatisfied with any aspect of our handling of your complaint, then please write to the Managing Director at the following address:
The Managing Director
Felicity J Lord Residential Lettings
The Managing Director will acknowledge your complaint within three 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.
Within 10 working days from receipt of your letter, the Managing Director will set out in writing to you his findings and recommendations as a ‘final viewpoint’ on how he believes your complaint can be resolved.
Stage 4 - The Property Ombudsman
After you have received a response from the Managing Director and if you are not satisfied with his proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the Managing Director's final view point letter alongside a link to the The Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.uk
Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 6 months of the date of the Managing Director’s final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure is exhausted.