Complaints Handling Procedure


The standard of customer services we provide our clients, are paramount to Landlord Action. Whist we will do our upmost to maintain time frames for handling your complaint, due to the current situation with Covid-19 and the impact on staffing levels, we are experiencing delays beyond our control. However, we will endeavour to limit any delays where possible.

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, 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 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:

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

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 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, you can then contact the Legal Ombudsman about your complaint via post, email or call at:


Legal Ombudsman,
PO Box 6806,


0300 555 0333


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

0333 321 9415

Registered in England 08067511
SRA Number 605660

More about Landlord Action

Channel Five bosses have agreed the eye-opening first series of ‘Nightmare Tenants, Slum Landlords has only scratched the surface of the issues faced when the relationships between landlords and tenants break down. With the last episode in the current series due to air July 2015, a second series featuring Landlord Action has been commission and will be broadcast in March 2016.

The Property Hour on LBC 97.3fm every Thursday at 9pm.

Our Founder, Paul Shamplina is one of London’s loudest advocates for landlords and agents. You can hear him on LBC every week with Clive Bull.

Landlord Action has been around since 1999, so we’re frequently asked for our opinion. We have been quoted in over 300 articles by newspapers, magazines, radio and TV networks. Paul Shamplina, our founder, is often called on to advise journalists on landlords and tenant issues.

You can follow Paul on Twitter @PaulShamplina

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