INFORMATION

Procedure for Complaints Handling.

At loc8me, we want you to be fully satisfied with our service.

Sometimes things don’t go to plan and when something does go wrong, we need you to tell us about it. This will help us to improve our standards.

At loc8me we want you to be fully satisfied with our service. Sometimes things don’t go to plan and when something does go wrong, we need you to tell us about it, this will help us improve our standards.

If you have a complaint, please raise your concerns with the relevant member of staff, they will try and resolve matters in the first instance. In some circumstances, they will need time to look into matters prior to providing you with an outcome, please allow them three working days to do this.

If you are not satisfied with the outcome from the initial stage of the complaints procedure, please put your complaint in writing by email or letter. This can then be dealt with formally within the company timeframes, please proceed to follow the process outlined below.

When contacting us, please include the following:
– Your full name and contact details.
– Confirmation of what your relationship is to the property.
– The Branch that this is relevant to if applicable.
– The full address of the property this relates to if applicable.
– Full detail on the reasonings behind your complaint and your desired outcome.

Email: hello@loc8me.co.uk
Letter: loc8me, 202 Ashby Road, Loughborough, LE11 3AD

What will happen next?

– The relevant Branch Manager / Department Head will respond with an acknowledgement that your letter or email has been received within three working days, we will also enclose another copy of this procedure. The relevant Branch Manager will investigate your complaint and respond with the outcome within 10 working days.

– If, at this stage you are still not satisfied with the outcome, the Branch Manager will give you the details to our Regional Operations Manager, you can then escalate it accordingly. Your email or letter will be acknowledged on receipt within three working days and responded to in full within 15 working days. If there is a reason why we need more time we will advise you accordingly.

If you still remain dissatisfied, you can then contact The Property Redress Scheme to request an independent review:

Property Redress Scheme, Premier House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH, 0333 321 9418 , www.theprs.co.uk

Please note the following: You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Redress Scheme requires that all complaints are addressed through this in-house complaints procedure, before being submitted to them for their independent review.