Complaints Procedure

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 via email to complaints@luxhomesgroup.co.uk or via recorded post: Hornchurch Branch - 117 High Street, Hornchurch, RM11 1TX or Brentwood Branch - 1 Ongar Road, Brentwood, CM15 9AU. Once your complaint has been received, we’ll send you an acknowledgment of your complaint within three working days.

Your complaint will be reviewed and investigated by a senior member of staff not directly involved in the cause of the complaint. They will speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days from the acknowledgment of your complaint outlining our final position on the matter.

If you are still not satisfied after our in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

01722 333 306 admin@tpos.co.uk www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.