Client Complaint Procedure

Larards Property Management Ltd, trading as Larards Lets, Larards Lets Rent, Lets Sell and Lets Go Green, operates a complaint handling procedure in accordance with the requirements of the Royal Institution of Chartered Surveyors. We are registered with the Ombudsman Services: Property (OS:P).

We set out our procedure in dealing with a complaint as follows.

Glen Welbourne is appointed to deal with complaints. If you have a question, or feel it necessary to raise a complaint, please do not hesitate to contact him at The Property Centre, 24 Hull Road, Hessle, East Yorkshire, HU13 0AH. Telephone 01482 654444.

If you have initially made your complaint verbally, whether face-to-face or by telephone, please also make it in writing addressed to Mr Glen Welbourne

Once we receive your written complaint, a senior member of our staff will respond in writing within 14 days with our understanding of your case. You are then invited to make any further comments in writing which you have in relation to this.

Within 28 days of receipt of your written summary, we will write to you to inform you of the outcome of our internal investigations into your complaint and we will let you know what actions we have taken or will be taking.

If you are a consumer (which means a person acting outside the course of any business of his/hers, or a person to whom a duty of care is owed) and if you remain dissatisfied with any aspect of our handling of your complaint, we will refer you to the OS:P. The OS:P can be contacted at 3300 Daresbury Park, Daresbury, Warrington, WA4 4HS. The OS:P will only accept your complaint if you have notified us about the problem within 12 months of first knowing about it. The complaint must have been noticed and raised with us after the 1 June 2007. You must refer the problem to the OS:P within 9 months from the date you first told us about it. If we have told you that we will no longer be handling your complaint (ie, a deadlock letter) then you have 6 months from the date of our letter to pass your complaint to the OS:P.

Commercial or business to business complaints shall be referred to RICS Dispute Resolution Service, Surveyor Court, Westwood Way, Coventry, CV4 8JE. Telephone 02073 343806 Email

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