At Elliott Lincoln, we strive to provide the highest level of service to all of our clients. However, we understand that there may be occasions when you are not completely satisfied with the service you have received. In such instances, we have put in place a complaints procedure to ensure that any issues are dealt with promptly and fairly.
If you have a complaint, please follow the steps outlined below:
Step 1: Contact your designated point of contact at Elliott Lincoln to discuss your concerns. They will do their best to resolve the issue informally and as quickly as possible.
Step 2: If you are not satisfied with the outcome of Step 1, please put your complaint in writing and send it to our complaints department at [email protected]. Please include as much detail as possible about the nature of your complaint and any steps you have already taken to try and resolve it.
Step 3: Our complaints department will acknowledge receipt of your complaint within 3 working days and will carry out a thorough investigation into the matter. We aim to provide a full response within 14 working days, but if this is not possible, we will keep you informed of our progress and provide a timeline for when you can expect a response.
Step 4: If you are still not satisfied with the resolution provided by Elliott Lincoln, you have the right to refer your complaint to The Property Ombudsman. The Property Ombudsman is an independent redress scheme that helps to resolve disputes between consumers and property agents. Elliott Lincoln is a member of the Property Ombudsman scheme, and their contact details can be found on their website https://www.tpos.co.uk/.
We take all complaints seriously and are committed to resolving them in a fair and timely manner. If you have any questions about our complaints procedure, please do not hesitate to contact us at [email protected].