At Lavelle Estates we take your complaints very seriously and are committed to delivering a clear, transparent, and fair process for complaints to ensure a satisfactory outcome for all customers raising a complaint. We train and support our agents to handle complaints and to respond appropriately in a timely manner.

If you are unsatisfied with a product or service you have received from Lavelle Estates, please get in touch with us as soon as possible.

To make a complaint, please follow the steps below:

Step 1: Speak to Your Agent

The best way to address a complaint is to raise the issue as soon as it comes up with the agent that you are dealing with as our aim is to resolve all issues promptly. Our agents are fully trained to handle these situations and will provide you with an appropriate resolution.

If you are unsatisfied with the resolution provided in Step 1, please proceed to Step 2.

Step 2: Submit a Formal Complaint

You may submit your formal complaint in writing by email or post to the following addresses:

Please provide as much detail as possible, submit and maintain a copy of all supporting documents, and let us know what solution you think is appropriate. We will acknowledge receipt of your complaint within three working days of receiving it.

At this stage, your case will be assigned to the appropriate Branch Manager who will be reviewing, investigating and gathering all the relevant information pertaining to your compliant in order to resolve your concerns and issues. You will be notified of the Branch Manager’s outcome of the investigation in writing no later than 15 working days.

If you are unsatisfied with the resolution provided by the Branch Manager in Step 2, you can proceed to Step 3.

Step 3: Final Review by Sales Director

If you are not happy with the decision of the Branch Manager, you can contact us again and ask for your file to be referred to our Sales Director for a final review. You will receive an acknowledgement of the referral within three working days. The Sales Director will investigate your complaint and inform you of their final decision in writing within 15 working days.

If you remain unsatisfied with the final review and decision of the Sales Director in Stage 3, you may submit a complaint to the Property Redress Scheme which we are a member of.

Step 4: The Property Redress Scheme

You may contact the Property Redress Scheme (PRS) within 6 months of receiving the final review letter from Lavelle Estates to request an independent review.

You will be given details of how to contact and file a complaint with the PRS in your final review letter. However, information can be found online at www.theprs.co.uk.

Please note that the PRS will not consider your complaint until you have gone through our internal complaints procedure and have waited 8 weeks for a response from the date of your complaint to us.