Complaints Procedure
At Livdin Property, we take complaints seriously and aim to deal with them fairly, promptly and professionally.
If you are unhappy with our service, please tell us as soon as possible so we have the chance to put things right.
1. How to make a complaint
Please make your complaint in writing by email or letter and include:
- your full name and contact details
- the property address or matter you are complaining about
- a clear summary of the complaint
- the dates and names of anyone involved
- copies of any supporting evidence
Please send complaints to:
Complaints Handler Livdin Property Ltd Upperbridge House, 24 Huddersfield Road, Holmfirth, HD9 2JS hello@livdinproperty.co.uk 01484 981717
2. Stage 1: Acknowledgement
We will acknowledge your complaint in writing within 3 working days of receiving it.
3. Stage 2: Investigation
We will investigate your complaint properly and send you a written outcome within 15 working days of receiving your complaint.
If we need more time, we will explain why and keep you updated.
4. Stage 3: Final review
If you remain unhappy after our first written response, you can ask for your complaint to be reviewed.
Your complaint will then be reviewed by a senior member of staff or someone not directly involved in the matter, where possible.
We will send you our final written response, sometimes called a final viewpoint letter, once that review is complete.
5. Referring your complaint to The Property Ombudsman
If you remain dissatisfied after receiving our final viewpoint letter, or if 8 weeks have passed since you first made your complaint and it has not been resolved, you may be able to refer the complaint to The Property Ombudsman, provided you do so within 12 months of our final viewpoint letter.
The Property Ombudsman Milford House 43 to 55 Milford Street Salisbury SP1 2BP 01722 333306 admin@tpos.co.uk www.tpos.co.uk
6. Cost
We do not charge you for making a complaint under this procedure.
7. Scope
This procedure applies to complaints about our service, actions, omissions or standards of communication.
It does not apply to matters where legal proceedings have already started, or where another formal process or regulator has jurisdiction that prevents TPO from considering the complaint.
Our memberships
- Redress: The Property Ombudsman (TPO)
- Client money protection: Client Money Protect (CMP)
- Trade body: National Residential Landlords Association (NRLA), member no. 3046356
Livdin Property Ltd · Company no. 11631924 · VAT GB399505251