Complaints Handling Procedure

Property Management Services

1. Purpose

This procedure explains how La Roche Ltd handles complaints relating to its property management services in line with ARLA Propertymark expectations.

2. Scope

This procedure applies to complaints from landlords, tenants, leaseholders, contractors, or other parties relating to property management services provided by La Roche Ltd.

3. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, regarding the standard of service, actions, or lack of action by La Roche Ltd.

4. How to Make a Complaint

Complaints should be made as soon as reasonably possible via:

Email: contact@la-roche.uk

Telephone: 07832 900242

5. Acknowledgement

All complaints will be acknowledged in writing within 3 working days of receipt.

6. Investigation

Complaints will be investigated objectively by a senior member of staff not directly involved, where possible.

7. Response Timescale

A full written response will be issued within 15 working days of acknowledgement.

8. Outcome

The response will confirm findings and any remedial action, apology, or compensation where appropriate.

9. Escalation and Redress

If unresolved, complaints may be referred to an independent redress scheme in accordance with ARLA Propertymark requirements.

10. Record Keeping

Complaints are recorded and retained securely for a minimum of six years.

11. Data Protection

All personal data is handled in accordance with UK GDPR and data protection legislation.

La Roche Ltd | Property Management | contact@la-roche.uk | 07832 900242