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, so we can do our best to resolve the problem, and this will help us to 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 us in writing, setting out a summary of your concerns and send to the following email:
complaints@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 2 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. and 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 time scale on how long this may take.
4. Following a full investigation, we will contact you with the results of our findings within an agreed time scale setting out our decision and where appropriate, any resolutions.
5. If we are unable to resolve your complaint within 8 weeks of receiving full details, or you are still not satisfied with the outcome of your complaint, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. Please see the Legal Ombudsman contact details below:
Post:
Legal Ombudsman,
PO Box 6806,
Wolverhampton
WV1 9WJ
Tel:
0300 555 0333
Email:
enquiries@legalombudsman.org.uk.
NOTE:The Legal Ombudsman expects complaints to be made to them within six years of the date of the act or omission about which you are concerned or within three years of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
However, please note that from 1 April 2023 these time limits are changing. From the 1 April the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.
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
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 team or in writing, setting out a summary of your concerns. Details below:
complaints@landlordaction.co.uk
ComplaintsLandlord Action Ltd
1st Floor, Lumiere, Elstree Way, Borehamwood WD6 1JH
