Complaints procedure.
If something has gone wrong, we want to know about it. This page sets out how to raise a concern with us and, if needed, escalate it to the independent Property Ombudsman.
Talk to us first.
The fastest way to resolve almost any concern is to speak directly to the partner handling your matter. If you would prefer not to discuss it with them, you may speak to any of the other three partners, their direct lines are listed on the About page.
Most issues we hear about turn out to be a missed message, a delayed conveyancing step, or a misunderstanding that can be sorted out in a single conversation. Please give us the chance to do so before raising a formal complaint.
Make a formal complaint.
If you are not satisfied with the outcome of the conversation, or if the matter is serious enough that you would prefer to put it in writing, please send a formal written complaint to:
Russell LewisRussell Lewis
russell@russelllewis.co.uk
0208 953 1412
Or by email to russell@russelllewis.co.ukwith the subject line “Formal complaint”.
We will acknowledge your complaint within three working daysof receipt.
Our internal review.
A senior partner who has not previously been involved in your matter will carry out a full internal review of your complaint. This review will be concluded, and our findings communicated to you in writing, withinfifteen working days of our acknowledgement.
In the rare case that a complaint requires longer to investigate, we will contact you to explain why and to provide a revised timescale.
The Property Ombudsman.
If you remain dissatisfied with our response after we have issued our final review letter, or if eight weeks have elapsed since you first raised the complaint with us, you may refer the matter to The Property Ombudsman, the independent redress scheme of which we are a member.
The Property OmbudsmanMilford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP
By phone on 01722 333 306, or online atwww.tpos.co.uk.
The Ombudsman’s service is free to consumers. They will normally only consider a complaint once our own internal procedure has been exhausted.
Our complaints record.
We keep a written record of every formal complaint and its resolution. This record is reviewed annually by the four partners as part of our internal standards meeting. We have been a member of The Property Ombudsman scheme since 1978.