Making a complaint

Love Homes Estate Agents Ltd are an independent sales and lettings agency, who aim to always provide the highest standards.  In the unfortunate event where you feel we have not resolved your issue informally; we have a very clear complaints procedure in place. This is so that we can ensure that our clients are safeguarded, and to enable us to rectify any issues or mistakes quickly and responsibly. If you feel that has not been the case, please follow this easy guide.

STAGE ONE

Please write to or email the member of staff directly to give them the opportunity to put things right.   Please explain what your complaint is, how this has affected you, and what you are requesting the outcome to be.

STAGE TWO

If you are not satisfied with your initial response, please write to, or email the Managing Director (Mr James Diggins, MNEA).  Please explain what has been offered to you as a resolution and why this is unsatisfactory to you.  You will receive an acknowledgement within three working days of receipt.

A formal response can be expected with 15 working days.  If your issue is more complex, this may take longer to formally investigate and respond.  You will be advised if this is the case.

STAGE THREE

In the unfortunate event where you are not satisfied with the way in which your complaint has been handled by the business, or 8 weeks has elapsed since the complaint was raised, you may refer the matter to The Property Redress Scheme (PRS).

Information on how to make a complaint to the PRS can be found at https://www.theprs.co.uk/Complain.

This must be done within 12 months of last contact with ourselves, including any evidence to support your case.

Love Homes Estate Agents Ltd.

Att: Mr James Diggins

Unit 3, 16a High Street

Garstang