Complaints Policy

At Locks Property Ltd, we are dedicated to providing services of the highest caliber. Your feedback is invaluable to us, whether it be constructive suggestions for improvement or the identification of any issues you may have encountered during your experience with us. We view your opinions as a means to enhance our services, shape the future of our company, and rectify any shortcomings.

Feedback:

If you wish to share your feedback, kindly direct your comments to wayne@locksproperty.co.uk. Upon receipt, we will promptly acknowledge your email and ensure that your comments reach the relevant department for consideration.

Complaints:

In the event of a complaint, we encourage you to contact us at wayne@locksproperty.co.uk providing comprehensive details of your concern.

Here is the step-by-step process for addressing your complaint:

Step 1: Initiate contact by emailing the above address; including your name, email address, and a thorough description of the complaint, along with any pertinent contract or invoice numbers.

Step 2: Expect an acknowledgment from our customer care team within three days of receiving your email.

Step 3: Our customer care team will thoroughly assess your complaint, possibly requesting additional evidence or information from you via the email address on file. We aim to respond within 14 working days following the initial complaint. Should the need arise to extend this timeframe, we will notify you in writing.

Step 4: We will communicate our findings and resolution to your email address on file.

Step 5: You will have 14 days to respond to our findings and proposed resolution.

Step 6: If you remain dissatisfied with our resolution, please email wayne@locksproperty.co.uk with your response. We will elevate the case to a senior management team member who will communicate our final position within 14 days.

Your satisfaction is of paramount importance to us, and we appreciate your cooperation in resolving any concerns you may have.