Complaints handling procedure

Landlord Action Ltd
Our complaints policy


We are committed to providing a high-quality legal service to all our clients. If at any point you become unhappy or concerned about our service, you should inform us immediately. This will help us to resolve the problem and improve our standards. In the first instance we would ask you to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.

However, if your concerns are still not resolved and you would like to make a formal complaint, please contact our Complaints Handling Officer – Mr Paul Sowerbutts, Head of Legal at Landlord Action (or if required, a director at Landlord Action) in writing, setting out a summary of your concerns. Details below:

Mr Paul Sowerbutts Head of Legal at Landlord Action:

paul.sowerbutts@landlordaction.co.uk

What will happen next?

1. We will aim to send you a letter or email acknowledging receipt of your written formal complaint within two working days of receiving it (allowing for weekends and bank holidays), explaining who is dealing with the complaint and upon request, enclose a copy of this procedure, which can also be found on our website at landlordaction.co.uk.

2. We will record your complaint on our register and open a complaint file.

3. We will investigate your complaint based on the concerns you have raised. This normally involves passing your complaint to our designated complaints handling officer, who will conduct a full review of your file and if necessary, talk to the person who acted for you. We may also require further information from you. Should we need to speak to you, we will contact you to arrange a convenient date and time and will provide you with a timescale as to how long this may take.

4. Following a full investigation, we will contact you with the results of our findings within an agreed timescale, setting out our decision and where appropriate, any resolutions.

5. If we are unable to resolve your complaint within eight weeks of receiving full details, or you are still not satisfied with the outcome of your complaint, you can then contact the Legal Ombudsman about your complaint via post, email or call at:

Post:
Legal Ombudsman,
PO Box 6806,
Wolverhampton
WV1 9WJ

Tel:
0300 555 0333

Email:
enquiries@legalombudsman.org.uk

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

Our Details:
Landlord Action Ltd
1st Floor, Lumiere, Elstree Way, Borehamwood WD6 1JH

info@landlordaction.co.uk
0333 321 9415

Registered in England 08067511
SRA Number 605660