Complaints Procedure

Complaints Procedure

 

Last Updated: 24 March 2026
Effective Date: 24 March 2026

Purpose

At Lifestyle Property Group, we are committed to delivering a professional, transparent, and high-quality service.

We recognise that, on occasion, things may go wrong. This procedure outlines how complaints are handled fairly, promptly, and consistently, ensuring learning and continuous improvement.

Our Commitment

We aim to:

  • Treat all complaints seriously, respectfully, and without bias
  • Resolve issues as quickly and effectively as possible
  • Communicate clearly and keep complainants informed
  • Use feedback to improve our services and systems

Making a complaint will not affect the level of service you receive.

What Is a Complaint?

A complaint is an expression of dissatisfaction, whether justified or not, about:

  • The standard of service provided
  • A delay or failure to act
  • Behaviour or professionalism of staff or contractors
  • A decision or lack of communication

How to Make a Complaint

Complaints can be made:

  • In writing: Email or letter
  • Verbally: By phone or in person (we may request written confirmation)

Please include:

  • Your name and contact details
  • Relevant property or project details (if applicable)
  • A clear description of the issue
  • Dates, times, and individuals involved
  • The outcome you are seeking

Complaints Handling Process

Stage 1 – Informal Resolution
Where possible, concerns should be raised directly with the relevant team member.
We aim to resolve informal complaints within 5 working days.

Stage 2 – Formal Complaint
If the issue is not resolved informally, or you wish to escalate immediately:

  • Submit your complaint in writing
  • We will acknowledge your complaint within 3 working days
  • Your complaint will be investigated by a senior team member not directly involved
  • A written response will be provided within 15 working days

If additional time is required, we will explain why and provide an updated timeframe.

Stage 3 – Final Review
If you remain dissatisfied:

  • You may request a final review
  • This will be carried out by a Director or senior manager
  • A final written response will be issued within 10 working days

This represents the end of our internal complaints process.

Property Redress Scheme (PRS)

Lifestyle Property Group is a member of The Property Redress Scheme (PRS).

If you remain dissatisfied after completing our internal complaints process, you may refer your complaint to PRS if:

  • You have received our final response, or
  • 8 weeks have passed since your complaint was first raised

You must refer your complaint within 12 months of our final response.

PRS Contact Details:
Website: https://www.theprs.co.uk
Email: info@theprs.co.uk
Telephone: 0333 321 9418

Record Keeping

  • All complaints are logged and monitored
  • Records are retained in line with data protection requirements
  • Complaint trends are reviewed to improve service delivery

Confidentiality & Data Protection

All complaints are handled confidentially and in accordance with applicable data protection legislation.

Continuous Improvement

We use complaints and feedback to:

  • Improve service delivery
  • Review internal processes
  • Provide additional staff training where required

Contact Details

Formal complaints should be submitted to:
Lifestyle Property Group
Email: rebecca@lifestylepp.co.uk