Complaints Procedure

 Lumos Property is committed to providing a professional service to all clients. If something goes wrong, we need you to tell us so we can resolve it quickly and learn from it.

1. How to Make a Complaint

Please submit your complaint in writing to:
 

Gaurav Sharma – Lumos Property
Email: lettings@lumosproperty.co.uk
 

Please include your full name, property address (if relevant) and a clear description of your complaint.

2. Stage 1 – Initial Response

• We will acknowledge receipt of your complaint within 3 working days.
• We will investigate the issues raised and provide a written response within 15 working days of acknowledgement.
• If more time is needed, we will inform you and provide a revised timescale.

3. Stage 2 – Final Review

• If you remain unhappy, you may request a final review by the Director.
• We will complete this review and send our final written viewpoint letter within 15 working days of your request.

4. Stage 3 – Independent Redress

If, after receiving our final viewpoint letter, you are still dissatisfied, you can refer your complaint to:
 

The Property Redress Scheme (PRS)
Website: www.theprs.co.uk
Email: info@theprs.co.uk
Tel: 0333 321 9418
 

You must refer your complaint to the PRS within 12 months of our final response. The PRS will not consider complaints that have not completed our internal procedure first.