The London Capital Homes complaints procedure has been structured to ensure that concerns are dealt with as quickly & efficiently as possible
Please follow this process
1. Speak to your Negotiator or Property Manager
2. Escalate to the relevant Department Head
3. Escalate to our Compliance Officer
This complaint will also be acknowledged within seven working days of receipt and an investigation undertaken by a Compliance Officer. A formal written response will be sent to you within fifteen working days.
Once the Compliance Officer has investigated your complaint, London Capital Homes will send you a letter or email expressing our final view. This will include details of any offer we are willing to make. It will also advise you that you are entitled if you remain dissatisfied to refer the matter to the Property Redress Scheme https://www.theprs.co.uk/ within twelve months for a review. Please note that the Property Redress Scheme will only review complaints made by consumers.