Complaints Policy

Last Updated: June 2026

Introduction

At Landlord Safety Check, we are committed to providing a professional, reliable and customer-focused service for landlords, letting agents, property managers, homeowners and tenants seeking property safety and compliance services.

We recognise that there may be occasions when a customer is dissatisfied with an aspect of our service. This Complaints Policy explains how concerns can be raised and how we aim to resolve complaints fairly, efficiently and professionally.

Our Commitment

We are committed to:

• Treating all complaints seriously and respectfully
• Responding to concerns in a fair and impartial manner
• Investigating issues promptly and thoroughly
• Maintaining clear communication throughout the process
• Using customer feedback to improve our services and customer experience

What This Policy Covers

Complaints may relate to, but are not limited to:

• Booking or appointment arrangements
• Customer service interactions
• Delays in service delivery
• Property compliance reports or certificates
• Website content or information
• Payment, invoicing or refund enquiries
• Communication issues
• General dissatisfaction with our services

How to Make a Complaint

If you wish to submit a complaint, please contact us using the details below:

Phone: 020 4514 8662

Email: info@landlordsafetycheck.co.uk

Website: https://landlordsafetycheck.co.uk

To help us investigate your complaint efficiently, please provide:

• Your full name
• Contact details
• Property address (where applicable)
• A clear description of the issue
• Any supporting documents or relevant information

Complaint Handling Process

Step 1 – Acknowledgement

We aim to acknowledge receipt of your complaint within 5 working days.

Step 2 – Investigation

We will review the information provided and, where necessary, contact you for additional details to assist with our investigation.

Step 3 – Response

We aim to provide a formal response within **10–14 working days**, although some matters may require additional time depending on complexity.

Step 4 – Resolution

Where appropriate, we may provide:

• Further clarification or explanation
• Corrective action
• Additional communication
• A suitable resolution based on the circumstances of the complaint

Complex Complaints

Some complaints may require additional investigation, consultation with third parties or review of supporting documentation. In such cases, response times may be extended, and we will keep you informed of progress wherever reasonably possible.

Feedback and Continuous Improvement

We value customer feedback and use complaints, suggestions and comments to improve our services, processes, communication and overall customer experience.

Contact Information

Landlord Safety Check

📞 Phone: 020 4514 8662

✉️ Email: info@landlordsafetycheck.co.uk

🌐 Website: https://landlordsafetycheck.co.uk