Complaints Procedure
Leapfrog Lettings and Sales are committed to providing the highest standard of Service to our clients. We
therefore, have in place a Complaints Procedure which meets the regulatory requirements.
This complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently
as possible and has three stages. Please follow this process:-
Stage one – speak to our Negotiator or Manager
We receive very few complaints, however we understand that sometimes things don’t go exactly to plan and
occasionally go wrong. If this occurs, we encourage you to try and resolve the situation with the member of our
team you have been dealing with, or the manager.
Stage two – write to the Director
If your complaint is not resolved, please send your written complaint to the Director. Where necessary, if the
situation remains unresolved at Stage one, we recommend that the issue is raised within one month of completing
Stage one. Please write to:
Mrs Sarah L Hartley
Leapfrog Lettings and Sales
119 High Street
Skelton
Cleveland
TS12 2DY
Telephone: 01287 653333
Email: hello@leapfroglettingsandsales.co.uk
Website: www.leapdfroglettingsandsales.co.uk
The Director will acknowledge your complaint within three working days and will undertake a full review including how your complaint has been handled to date and which may include further investigations into the background of your concerns. Within fifteen days from receipt of your letter, the Director will details their findings and recommendations in a written response to confirm our final view on the matter,
Stage three – Write to an Independent Redress Provider
If we are unable to agree on how to resolve your complaint and wish to escalate your complaint, you then have the opportunity to take your complaint to an Independent Redress Provider. We have chosen to use the following provider:-
Property Redress Scheme
Limelight, 1st Floor
Studio three
Elstree Way
Borehamwood
Hertfordshire. WD6 1JH.
Telephone: 0333 321 9418
Email: info@propertyredress.co.uk
Website: propertyredress.co.uk
Please note; if you do wish to contact ‘Property Redress Scheme’, you must do so within six months of the date of the final view letter from us. It is also important that Property Redress Scheme will not consider your complaint until our internal complaints procedure has been exhausted and after you have allowed a minimum of eight weeks for a response from us.
