Complaints procedure
See the more detailed information below about how we typically handle any complaints that we may receive.
We are committed to providing a high level of service to all our clients and tenants. However, if you are dissatisfied with any aspect of our service, we have a structured complaints procedure in place to ensure your concerns are handled efficiently and fairly.
As a member of The Property Ombudsman (TPO), we adhere to their Code of Practice for Residential Estate Agents and Letting Agents. If your complaint cannot be resolved internally, you have the right to escalate it to TPO.
Stage 1 – Internal Complaints Process
- Submitting Your Complaint
- Complaints must be submitted in writing to ensure a clear record. You can send your complaint via:
- Email: info@ladelfaestates.com
- Post: Mrs G La Delfa, T/A LaDelfa Estates, 8 Garden Lane, Chester. CH1 4EN
- Please include your full name, contact details, property address (if applicable), and a detailed description of the issue, along with any relevant supporting documents.
- Complaints must be submitted in writing to ensure a clear record. You can send your complaint via:
- Acknowledgment of Your Complaint
- We will acknowledge receipt of your complaint in writing within 3 working days.
- Investigation and Response
- A senior member of our team will investigate your complaint thoroughly.
- We will provide a full written response within 15 working days of receiving your complaint.
- If further investigation is required, we will inform you of the reasons for the delay and provide a revised timescale, ensuring a final response is issued no later than 28 working days from the date of the initial complaint.
Stage 2 – Referral to The Property Ombudsman (TPO)
If you are not satisfied with our final response, or if we fail to resolve your complaint within the given timeframe, you can escalate the matter to The Property Ombudsman. TPO provides an independent and impartial dispute resolution service.
Timeframe for Referral: You must refer your complaint to TPO within 12 months of receiving our final response.
Contact Details for The Property Ombudsman:
Website: www.tpos.co.uk
Email: admin@tpos.co.uk
Phone: 01722 333 306
Postal Address: Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
TPO will only review complaints that have gone through our internal complaints procedure first.
We value your feedback and will always strive to resolve any issues promptly and fairly.
