Complaints procedure


Information for Customers

We are a member of The Property Ombudsman Service (TPOS) and aim to provide the highest standard of service to all our customers. In order to ensure that your interests are safeguarded, we have put into place a set process by which any raised complaints are handled; this allows us to handle any issues or concerns effectively and wherever possible, as soon as they are raised.

You may find below our guidance for making a complaint in relation to:

  • Estate Agency
  • Residential Lettings & Property Management

Residential Estate Agency - making a complaint

Stage One - Branch Manager

All complaints should, in the first instance, be directed to the manager of the branch you have been dealing with. They will endeavour to resolve your complaint as soon as possible, otherwise no later than five working days from when they received notification of the issue.

Stage Two - Area/Regional Partner

If you remain dissatisfied, you may then further your complaint in writing to the Area/Regional Partner responsible for the branch in question; the Branch Manager will supply you with their name and contact details. Where necessary, if the situation remains unresolved, we recommend that the issue is raised within one month of completing Stage 1.

Your escalation will be acknowledged within three working days of receipt and the Area/Regional Partner will work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within fifteen working days. 

Stage Three - Customer Relations Manager

If you remain dissatisfied and wish to further escalate your complaint, you may write to the Customer Relations Manager at the address below, or via customer.relations@fjlord.co.uk. 

Your letter will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns. Within fifteen working days the Customer Relations Manager will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter.

Felicity J Lord Customer Relations
73 High Street
Burnham
Bucks
SL1 7JX

Stage Four - The Property Ombudsman

After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the final viewpoint letter alongside a link to 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 12 months of the date of the 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 has been exhausted.

Residential Lettings & Property Management - making a complaint

Please note that we may not be able to assist with complaints relating to maintenance if you are a customer of our Rent Collection or Let Only services.

Lettings Branch Manager and Property Management Complaints Process

Stage One – Lettings Branch Manager or Property Manager

We receive very few complaints, however we understand that sometimes things don’t go exactly to plan and occasionally go wrong. If this occurs, we encourage you to try and resolve the situation with the member of our team you have been dealing with.

Stage Two – Branch Area Director or Property Management Manager

If we are unable to resolve the situation at Stage 1, you may refer the case to the as above responsible for the area in question. Where necessary, if the situation remains unresolved, we recommend that the issue is raised within one month of completing Stage 1. 

Stage Three – Customer Relations Manager

If you still remain dissatisfied following our Stage 2 response and wish to further escalate your complaint, you may then write to the Customer Relations Manager at customercare@fjlord.co.uk or via post to the following address:

Customer Relations Manager
Colwyn House
Sheepen Place
Colchester
CO3 3LD

The Customer Relations Manager will acknowledge your complaint within three working days and will undertake a full review of your complaint, including how it has been handled to date, which may include further investigations into the background of your concerns. Within fifteen working days from receipt of your correspondence, the Customer Relations Manager will detail their findings and recommendations in a written response to confirm our ‘final viewpoint’ on the matter.

Stage Four – The Property Ombudsman

After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the final viewpoint letter alongside a link to 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 12 months of the date of the 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 has been exhausted.