We are committed to providing the highest level of service we can — but sometimes things go wrong. By telling us when you have a problem, we can work with you to understand what happened and put it right. This guide explains how to raise a concern so we can address it quickly and professionally.
How do I report a complaint?
Contact us and tell us which part of our service you are unhappy with. You can do this by phone, by email, or in writing by post.
We will aim to resolve the issue immediately. If that isn’t possible, your concerns will be escalated to a manager who will investigate the matter.
Post: Lova Group LTD, 15-17 Church Street, Stourbridge, West Midlands, DY8 1LU
What happens next
Within 3 working days
We send a written acknowledgement telling you who is responsible for investigating your complaint.
Investigation
We collate as much information as possible and speak to everyone involved to establish the facts.
Within 15 working days
We send a detailed response setting out the outcome, and ask whether the proposed resolution is satisfactory.
If we need longer
You will receive a written explanation for the delay and an indication of when to expect our response.
All complaints are kept confidential and dealt with fairly and without bias. If we do not hear from you within eight weeks of our response, we will assume the matter is resolved and the complaint will be closed. If you have concerns in the meantime, please contact the member of staff named in your acknowledgement letter.
Still not satisfied?
If you feel your complaint has not been fully addressed after receiving our response, please let us know and we will aim to resolve the matter for you.
Your concerns will be acknowledged within three working days of receipt, and your complaint will be passed to an alternative, more senior member of staff for consideration.
Where possible, a final response will be issued within fifteen working days. If we are unable to respond within that timescale, we will contact you to let you know when we anticipate a resolution, and inform you of your right to appeal to a third party.
If we cannot resolve it between us
If you remain unsatisfied after our final response, you can refer your complaint to our independent redress scheme, or to Propertymark.
Property Redress Scheme
Our independent redress scheme. 1st Floor Studio, Limelight, 3 Elstree Way, Borehamwood, WD6 1JH.
- 0333 321 9418
- info@propertyredress.co.uk
- propertyredress.co.uk
Propertymark
We are members of Propertymark, who investigate complaints against members where there is evidence an agent has breached their Conduct and Membership Rules.
- 01926 496 791
- compliance@propertymark.co.uk
- propertymark.co.uk/professional-standards/complaints
You must refer your complaint to the redress scheme within six months of our final correspondence about it.
Complaints about rent guarantee
Rent guarantee is provided by us as part of our management service. It is not an insurance policy held by you, and we are not an insurance intermediary.
If you have a concern about rent guarantee — how it was explained, what it covers, or a payment under it — that is a complaint about our service, and the procedure set out above applies. Please contact us in the usual way.
Lova Group LTD trading as Lova is registered in England & Wales under company number 15236094. Registered Office: 15-17 Church Street, Stourbridge, West Midlands, DY8 1LU.
How to raise a concern with us, what happens next, and who to contact if you remain unsatisfied.
