Complaints Procedure

Lovett Sales & Lettings prides itself on the level of its customer service. However, occasionally things do go wrong, and you may need to complain. Please see our complaints procedure below.

Information for Customers

We are a member of The Property Ombudsman (TPOS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.

First Step – Speak to your Negotiator or Manager

All complaints should, in the first instance, be directed verbally to the Manager of the Lovett Sales & Lettings Office. All complaints will endeavour to be acknowledged in writing within 3 working days and a proper investigation promptly undertaken.

Second Step – Write to the Managing Director

If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Managing Director. Your complaint will be acknowledged within three working days of receipt and an investigation undertaken. A formal written outcome of the investigation will be sent to you within 15 working days. In exceptional cases, where the timescale needs to be extended beyond this limit, we will be kept fully informed and an explanation provided.

Tim Lovett
Lovett Sales & Lettings
24 Market Square
PE19 2AF

Third Step – The Property Ombudsman (TPO)

If you are dissatisfied with the response given, you may refer the matter to The Property Ombudsman. Details of how to do this are contained within the final viewpoint letter.

The Ombudsman’s role is to reach a resolution of unresolved disputes in full and final settlement and, where appropriate, will make an appropriate award of financial compensation or other action for example make an apology. Therefore, if you feel that you have been disadvantaged by the actions or inactions of a TPO member, you have access to an independent dispute resolution service and can be certain of receiving a fair and reasonable judgment of your complaint.

Please note that you must do so within 12 months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.

The TPO will provide an impartial review of the complaint. Their service is free of charge. They are only able to consider complaints that have gone through our internal procedures.

The Property Ombudsman address is:
Milford House
43-55 Milford Street
01722 333306