We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below.

Stage 1: Internal Investigation

1. Please send your written complaint by email to: info@lgkproperties.co.uk or by post to: LGK Properties, 14 Regency Parade, London, NW3 5EG.
2. We will send you a written acknowledgement of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.
3. We will then investigate your complaint. This will normally be dealt with by the office manager, who will review your file and speak with the member of staff who dealt with you.
4. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

Stage 2: Final Review

1. If you remain dissatisfied with the Stage 1 response, you can request an independent review by the Director of LGK Properties.
2. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

Stage 3: Independent Redress

If you remain dissatisfied with our final viewpoint (or more than 8 weeks have passed since you first complained and the matter has not been resolved), you can request an independent review from the Property Redress Scheme (PRS).

Please note that you must refer your complaint to the PRS within 12 months of receiving our final viewpoint letter.

• Website: www.propertyredress.co.uk
• Email: info@propertyredress.co.uk
• Telephone: 0333 321 9418
• Post: Property Redress, Limelight, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
• LGK Properties PRS Membership Number: PRS035852