Complaints Procedure

1. How to complain

You can make a complaint by email to info@elitehousingdisrepair.co.uk, by telephone on 0121 288 2999, or by post to Unit 5, Albert Edward House, The Pavilions, Ashton-on-Ribble, Lancashire PR2 2YB.

Please provide your full name, contact details, a clear description of what went wrong, and what you would like us to do to put it right. If you have any relevant reference numbers, please include them.

2. What happens next

We will acknowledge your complaint within 2 working days of receiving it. We will tell you who is handling your complaint and give you an indication of how long it will take to investigate.

We will look into the facts, review any relevant records, and may contact you to ask for further information. We aim to resolve complaints quickly and fairly.

3. Our response

We aim to provide a final written response within 8 weeks of receiving your complaint. Our response will explain our findings, any action we are taking, and, where appropriate, any offer of redress.

If we cannot respond within 8 weeks, we will write to you to explain why and tell you when we expect to be able to respond.

4. Complaints about a panel solicitor

If your complaint relates to the service provided by a panel solicitor, you should raise it directly with that firm in the first instance. Solicitors firms have their own complaints procedures and are regulated by the Solicitors Regulation Authority.

If you are not satisfied with the solicitor's response, you may be able to refer the matter to the Legal Ombudsman.

5. Escalating to the Legal Ombudsman

The Legal Ombudsman is an independent body that investigates complaints about lawyers in England and Wales. You can contact the Legal Ombudsman if you are unhappy with the service provided by a solicitor firm introduced to you through ELITE Housing Disrepair.

You must usually refer your complaint to the Legal Ombudsman within 6 months of receiving a final response from the solicitor firm, and within 6 years of the act or omission (or 3 years from when you should reasonably have known about it).

Legal Ombudsman, PO Box 6167, Slough SL1 0EH. Telephone: 0300 555 0333. Website: legalombudsman.org.uk.

6. Complaints about our introducer service

If your complaint is about ELITE Housing Disrepair's introducer service and you are not satisfied with our final response, you may also be able to refer the matter to the Financial Ombudsman Service if the complaint relates to a regulated financial activity, or to the Information Commissioner's Office if it concerns data protection.

We will explain your escalation options clearly in our final response.

7. Keeping records

We keep a record of all complaints to help us identify recurring issues and improve our service. Complaint records are kept securely and handled in line with our Privacy & Cookies Notice.

8. Contact details

ELITE Housing Disrepair, Unit 5, Albert Edward House, The Pavilions, Ashton-on-Ribble, Lancashire PR2 2YB.

Email: info@elitehousingdisrepair.co.uk. Telephone: 0121 288 2999.