At LYL Homes Ltd, we take complaints very seriously. We are committed to providing a high-quality service to all our clients, but we understand that sometimes things can go wrong. If you have a complaint, please follow the steps below.
Step 1: Contact us
In the first instance, please contact us to let us know about your complaint. You can do this by:
Emailing us at [Insert Email Address]
Calling us on [Insert Phone Number]
Writing to us at [Insert Postal Address]
We will acknowledge your complaint within three working days and investigate it promptly.
Step 2: Internal review
We will carry out a full investigation of your complaint and aim to provide a full response within 15 working days. If we need more time, we will let you know and provide an estimated date for our response.
If we are unable to resolve your complaint within eight weeks, or if you are not satisfied with our response, you can refer your complaint to the Property Redress Scheme.
Step 3: Property Redress Scheme
The Property Redress Scheme is an independent, government-approved ombudsman scheme for property businesses. If you wish to refer your complaint to the Property Redress Scheme, you must do so within 12 months of receiving our final response.
To make a complaint to the Property Redress Scheme, please follow the steps below:
Visit the Property Redress Scheme website at [Insert Website Address]
Complete the online complaint form
Pay the appropriate fee (if applicable)
Provide all the relevant documentation to support your complaint
The Property Redress Scheme will acknowledge your complaint within three working days and aim to provide a full response within 90 days.
Step 4: Legal action
If you are not satisfied with the response from the Property Redress Scheme, you may wish to take legal action. However, we would always encourage you to try to resolve any disputes through the Property Redress Scheme first.
Please note that if you do decide to take legal action, you will need to seek independent legal advice and you will be responsible for all associated costs.
We hope that you never have cause to make a complaint, but if you do, we are committed to resolving it promptly and fairly.
If you have any questions about our Complaints Procedure, please do not hesitate to contact us.