Complaints Procedure

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

• In order that your concerns are addressed as efficiently as possible we ask that you first raise them verbally with your Negotiator or the Property Manager of LCH.

2. Escalate to the relevant Department Head

• You may escalate your complaint by writing to the relevant Department Head("About Us"-"Our Team" page).
• Your complaint will be acknowledged within seven working days of receipt and an investigation undertaken.A formal written outcome of the investigation will be sent to you within fifteen working days.

3. Escalate to our Compliance Officer

• You may further escalate your complaint by writing to the Legal & Compliance Department at this address:
• 
  
• Legal and Compliance Department
• London Capital Homes Limited
• Spaces Victoria
  
• 25 Wilton Road
• Victoria
• London
• SW1V 1LW
• or EMAIL to XL@londoncapitalhomes.co.uk

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.