Complaints Procedure

At Leeds Property Hub we
are committed to delivering excellent service and dealing with any concerns
quickly and fairly. If something goes wrong, we want to put it right.

Stage 1 – Making a
Complaint

You can submit your
complaint to the following email addresses:

·        
info@LeedsPropertyHub.co.uk

We will:

·        
Acknowledge your complaint in writing within 3 working days

·        
Arrange for the relevant person to carry out a
full investigation

·        
Aim to provide a formal written response within 15 working days of receipt

Stage 2 – Appeal to
Management

If you are not
satisfied with the initial response, you may escalate your complaint by
emailing N.Gill@LeedsPropertyHub.co.uk
and addressing it to “N &P Homes Leeds.
Please explain clearly why you are unhappy with the previous response.

We will:

·        
Acknowledge your appeal within 3 working days

·        
Conduct a full review of your complaint

·        
Provide a final written response
within 15 working days of acknowledging
your appeal

Stage 3 – Independent
Redress

If you remain
dissatisfied with our final response — or if more than 8
weeks have passed since you first made your complaint — you can
refer the matter to The Property Ombudsman
(TPO) for an independent review, free of charge.

Please note:

·        
You must refer your complaint to TPO within 12 months of receiving our final response

·        
TPO will only consider complaints that have
completed our internal complaints process

TPO Contact Details:

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

Tel: 01722
333 306
Email: admin@tpos.co.uk
Website:
www.tpos.co.uk