Complaints Procedure

We firmly believe that estate agency is a ‘service led’ industry and, as such, our tireless commitment to our clients remains professional and, in accordance with the relevant governing bodies within. Your feedback is, of course, valued on many levels and, consequently, we urge you to write to us if you are unhappy about an experience you may have had as a result of direct contact with our company. Laskowski & Co will endeavour to write back and respond within a period of 15 working days. Should you remain unsatisfied after such communications with our company, The Property Ombudsman (TPO) may review your complaint in accordance with their procedures, consider the case individually and report to you with their comments to conclude the matter. Naturally, we would encourage an open dialog with our office and the relevant members of staff in the first instance, to allay any concerns during the initial stages of communications held. If an amicable resolution presents itself, within reason, we will aim to conclude matters to your satisfaction on an informal yet professional basis.

Our Formal Complaints Procedure

Laskowski & Company has a formal complaints procedure which can be adhered to, ensuring your concerns are dealt with efficiently and effectively. Please follow the steps below in numerical order:-

1. In the first instance, any complaint should be sent to us in writing via email or post to [email protected] or, if by post, to the following address: FAO Anthea Washington, Laskowski & Company, 28 High Street, Falmouth, TR11 2AD.

2. Acknowledgement of your letter or email will be sent within 72 hours upon receipt and a written response will be provided within 15 working days pending investigation from management within the company.

3. Should the matter remain unresolved and, the response from our office not be satisfactory, we then urge you to write to The Property Ombudsman (TPO) so they can perform an independent review. Details of the complaints procedure can be found at the following web address – tpos.co.uk together with the relevant codes of practice and accompanying procedures. You may prefer to contact The Property Ombudsman via telephone – 01722 333306 or via written letter to the following address – The Property Ombudsman Scheme, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.

4. It should be noted that, from the date of receiving our final view point letter, The Property Ombudsman Scheme has a 12 month period at which you are entitled to refer the complaint.

If you wish to discuss anything within our Complaints Procedure in further detail, please do not hesitate to contact us on our office number 01326 318813 or, for general enquiries in relation to the above or for a copy of our Complaints Procedure, please send an email to: [email protected].