SLL are dedicated to providing excellent customer service and maintaining a healthy
customer relationship. We have a Complaints Policy to ensure all complaints are
handled as efficiently and effectively as possible.
The following outlines our policy and procedures for the handling of verbal and
written complaints. We want to resolve your complaints as soon as possible. Please
call our team and we’ll do our best to fix any problems you may be having with our
service, as soon as possible.
Our Responsibilities:
• To provide an efficient, fair and structured mechanism for handling complaints.
• To provide our customers with access to the complaints handling process.
• To keep customers informed as to the progress of their complaint and the expected
timeframe for resolution.
• Review our complaints so that we can improve our standard of customer service.
Handling Your Complaint:
• Upon receiving a complaint, we will acknowledge your matter via email within 3
business days.
• If your complaint is urgent, such as where you are undergoing financial hardship or
have an urgent property issue, we will aim to respond more quickly to assist with
your situation.
• We will keep you informed of the progress of your complaint, proposed actions and
the expected timeframe for resolution.
• Our aim is to resolve complaints in a timely manner and we will generally resolve a
matter within 30 calendar days.
• Complex complaints may take longer than 30 calendar days to resolve. In these
cases, we will regularly update you on the progress and likely timeframe for
resolution.
• We will advise you of the outcome of your complaint. Where you have requested us
to do so, we will advise you via email.
First step:
If you have a complaint regarding any aspect of your account or dealings SLL , we
urge you to contact our office team in the first instance. Our objective is to resolve
the vast majority of enquiries or complaints during your first contact with us. If you
like, you can appoint an authorised representative or an advocate to interact with us
on your behalf.
Second step:
Complaints made to the company are overseen by Director. After a complaint is
made, if it is not immediately resolved, we may need to investigate it. This process
may take 15 Business days. If you are not satisfied with the response tendered to
you, you may ask for us to review the outcome of the original complaint which we will
do within another 7 working days.
Third step:
When your complaint is resolved, we will confirm this with you within 7 business
days.
If your complaint is not resolved to your satisfaction by us, and depending on the
nature of your complaint, you may refer your complaint to the following outside
bodies:
1. Property Redress Scheme. Details of how the scheme works on our website.
2. Propertymark is our trade body and we are bound by their procedures and
ethical principles. Details are at Propertymark.co.uk.