We take complaints seriously.
Lincoln Realty London Ltd aims to provide a professional, responsive and transparent service to landlords, tenants, applicants, buyers, sellers and other customers.
If you are dissatisfied with any aspect of our service, we encourage you to tell us as soon as possible so that we have the opportunity to investigate the matter and put things right where appropriate.
We treat every complaint seriously and aim to resolve complaints fairly, promptly and professionally.
Who can use this procedure?
This complaints procedure is available to anyone who has received, or is directly affected by, services provided by Lincoln Realty London Ltd.
Landlords
Complaints relating to property management, lettings, communication, maintenance coordination, inspections or other services.
Tenants
Complaints concerning the service provided by Lincoln Realty during a tenancy or lettings process.
Applicants & Customers
Complaints regarding property enquiries, applications, viewings or other services.
Other Parties
Other persons directly affected by our service may contact us regarding a service-related complaint.
Raise your complaint with us
In the first instance, we ask that you contact us directly and explain what has happened and how you believe the matter could be resolved.
Formal complaints should preferably be submitted in writing so that we can accurately record the issue and investigate it.
Submit your complaint
Email: Sales@Lincolnrealty.co.uk
Telephone: 07311 411635
Postal address:
Lincoln Realty London Ltd
124 City Road
London
EC1V 2NX
If a complaint is made verbally, we may ask you to confirm the complaint in writing. Where you are unable to do so, we may record the details of the complaint ourselves.
Our acknowledgement
Once we receive a formal complaint in writing, we will acknowledge receipt and confirm that the complaint is being investigated.
Where additional time is reasonably required to investigate the matter, we will explain the reason for any delay and provide an indication of when a response can be expected.
How we investigate complaints
We will review the relevant information and circumstances surrounding your complaint.
Depending on the nature of the complaint, this may include reviewing:
- Emails and written correspondence
- Tenancy or management agreements
- Property inspection records
- Maintenance and contractor records
- Relevant invoices or financial records
- Telephone or other communication records
- Instructions provided by landlords or customers
- Any other relevant information
Complaints will, where reasonably possible, be reviewed by a senior person who was not directly responsible for the matter being complained about.
Written outcome
Following our investigation, we will provide a written response explaining our findings.
Where we believe that our service has fallen below the standard reasonably expected, we will explain what action we propose to take to address the matter.
Depending on the circumstances, this may include an apology, corrective action, further investigation, review of a process or another appropriate resolution.
Where appropriate, we may make a goodwill offer to resolve a complaint. Any such offer does not necessarily constitute an admission of liability or wrongdoing.
If you remain dissatisfied
If you are not satisfied with our initial response, you may request that your complaint is reviewed as a second stage.
The review will, where reasonably possible, be undertaken by a senior member of staff who was not involved in the original decision.
The purpose of this review is to consider the issues raised, the evidence available and the response already provided.
We aim to complete our internal complaints procedure within eight weeks of receiving the formal complaint.
Taking your complaint further
If you remain dissatisfied after Lincoln Realty has completed its internal complaints procedure, you may be entitled to refer the matter to the relevant government-approved property redress scheme to which Lincoln Realty belongs.
The relevant redress scheme will consider whether the complaint falls within its rules and whether the business has acted fairly and reasonably.
The Property Ombudsman
If Lincoln Realty London Ltd is a member of The Property Ombudsman, complaints may be referred to TPO following completion of our internal complaints procedure.
TPO generally requires a complaint to have been raised with the business first and provides independent redress where its scheme rules allow.
Visit The Property OmbudsmanImportant: Please check the current redress-scheme membership of Lincoln Realty before referring a complaint. The applicable scheme and its rules may change.
Complaint timescales
Our commitment to you
Professional
Complaints will be handled professionally and respectfully.
Fair
We will consider the relevant evidence before reaching a conclusion.
Transparent
We will explain our findings and any action taken.
Responsive
We will aim to deal with complaints promptly and keep you informed.
Have a concern?
We would always prefer the opportunity to resolve a concern directly with you.
Contact Us