Complaints Procedure | Landmark Lofts

Complaints Handling Procedure

We are a company that is Regulated by RICS and as such we are required to have in place a complaints handling procedure (CHP) in accordance with RICS Policy.

RICS Firms’ Conduct Rule 7 – Complaints handling

“A Firm shall operate a complaints handling procedure and maintain a complaints log. The complaints handling procedure must include an Alternative Dispute Resolution (ADR) Mechanism that is approved by the Regulatory Board.”

Our Complaints Procedure

Landmark Lofts Limited is committed to providing high quality advice and services. We acknowledge however, that there may be instances where we get things wrong or make mistakes. To deal with this, we have a complaints procedure.

We will Deal with Your Complaint

We will not ignore a complaint. In fact, it may help us to see where our services or procedures might be improved. If you feel we have made a mistake or undertaken something which you found unsatisfactory or unacceptable, do let us know, even if you do not think your particular concern amounts to a ‘complaint’.

How to Complain

Landmark Lofts Limited is committed to providing high quality advice and services. We acknowledge however, that there may be instances where we get things wrong or make mistakes. To deal with this, we have a complaints procedure.

In all cases, the address for correspondence is:
James Gold, Landmark Lofts Ltd, 13 Ensign House, Admirals Way, Canary Wharf, London, E14 9XQ

If you have initially made your complaint verbally – whether in person or on the phone – you will be required to send a written summary of your complaint to the address above.

Once we have received your written complaint, we will contact you in writing within seven days. At this stage we will give you our understanding of your case. We will also invite you to make any further comments that you may have in relation to this.

Within twenty one days of receipt of your written complaint, we will write to you informing you of the outcome of the investigations into your complaint and let you know what actions have been or will be taken. If you are dissatisfied with any aspect of our internal handling of your complaint, you are entitled to refer your complaint to an independent redress schemes of which Landmark Lofts Ltd is a member.

Ombudsman Services: Property
POBox 1021
Warrington
WA4 9FE
Tel: 0330 440 1634
www.ombudsman-services.org

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Landmark Lofts is part of the Landmark Group - the only group in London specialising in the project management of loft conversions, extensions and refurbishments to include a Chartered Building Company (CIOB), Chartered Architectural Practice (RIBA) and to be regulated by the Royal Institution of Chartered Surveyors (RICS). The Landmark Group specialises in the project management of loft conversions, extensions and refurbishments.

Click here to learn more about these regulators and why they're so important for you.

Royal Institute Chartered Surveyors Chartered Institude of Builders Roya lInstitude of British Architects loftconversions in London, Greater London, UK on Houzz loftconversions in London, Greater London, UK on Houzz

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