Complaints Procedure

At Leo James Property Limited, we are committed to delivering a professional and high-quality service to all our clients and customers. If something goes wrong, we need you to tell us so that we can investigate the matter and improve our standards.

How to Make a Complaint

If you wish to make a complaint, please submit it in writing and include as much detail as possible about the issue. This can be via email or post:

Email: hello@leojamesproperty.co.uk
Post: Leo James Property Limited, 16 Greenfields Rise, Whitchurch, Shropshire, SY13 1EP

Once we receive your complaint, we will follow the procedure below. If you feel that your complaint has not been fully addressed after eight weeks, you may be able to refer it to Property Redress for independent review.

What Happens Next?

1. Acknowledgement
We will acknowledge receipt of your complaint within three working days, enclosing a copy of this complaints procedure.

2. Investigation
Your complaint will normally be handled by the office manager, who will review your file and speak to the staff member(s) involved. A formal written outcome of the investigation will be sent to you within 15 working days of sending the acknowledgement.

3. Requesting a Review
If you are still not satisfied with the outcome, you may request a separate review by a senior member of staff. We will write to you within 15 working days of receiving your review request, providing our final viewpoint on the matter.

Escalating to The Property Redress

If your complaint remains unresolved after following the above procedure, you may escalate it to:

https://www.portal.propertyredress.co.uk/Complain