We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We recommend emailing us in the first instance to ensure receipt.

Complaints should be directed to: Damien Smith, Managing Director of Lincolnshire Property Traders
Email: [email protected]
Contact address: Lincolnshire Property Traders, 8 Oswald Road, Scunthorpe, DN15 7PT.
Telephone Number: 01724 786409

We will then respond in line with the timeframes set out below. If you feel we have not addressed your complaint at the end of this process, you may then be able to refer your complaint to the Property Ombudsman. Please note that the Property Ombudsman requires that all complaints are first addressed through our in-house procedure detailed below, before being submitted for an independent review.

What will happen next?

We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure. We will then investigate your complaint. This will normally be dealt with by the Legal & Compliance team who will review your file and speak to the member of staff who dealt with you. We will endeavour to issue you with the formal written outcome of our investigation within 15 working days of sending the acknowledgement letter.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by another senior member of staff. We will endeavour to write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter. Please note that the timescales described above are subject to review of the details of your complaint by our insurer.

If you remain dissatisfied after receipt of our final viewpoint letter, you can then contact the Property Ombudsman to request an independent review. You will need to submit your complaint to The Property Ombudsman within twelve months of receiving our final viewpoint letter, including any evidence to support your case. We will always endeavour to respond to your complaint in line with the above timescales. If eight weeks have elapsed since you first raised your complaint, and you have not received our final viewpoint letter, you may then refer your complaint to the Property Ombudsman without being in receipt of this letter.

Please see below contact details for the Property Ombudsman: The Property Ombudsman Ltd Milford House 43-45 Milford Street Salisbury Wiltshire SP1 2BP 01722 333 306 www.tpos.co.uk