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Complaints Procedure

King & Co is an Independent Estate Agency and we pride ourselves on our professionalism and personal customer service. We always strive to deliver the very best service, with honesty and sincerity being our core values. We do appreciate that on occasions, we may not deliver the service you expect of us. To that extent, we have compiled an easy-to-follow complaints procedure, as detailed below;

STEP 1

Please submit your complaint in writing which can be in the form of an email or a letter. Emails should be sent to:-

property@kingandcolincoln.co.uk

Letters should be addressed to:-

King & Co
33 Silver Street
Lincoln
LN2 1EW

Both forms of complaint should be marked “For the attention of David Handley”. Please provide all the appropriate information relating to your complaint, along with your current contact information, so that we may respond to you.

STEP 2

You should expect to receive a courtesy acknowledgement of your complaint within three working days after the complaint is received by us.

STEP 3

We undertake to send you a full written response to your complaint within 10 working days from the initial courtesy acknowledgement.

STEP 4

In the event that the complaint cannot be resolved between yourself and King & Co, you may wish to proceed further by contacting The Property Ombudsman Scheme, of which King & Co is a member. The Property Ombudsman will expect you to have completed our internal complaints procedure prior to contacting them. Contact details for the Property Ombudsman are as follows:-

http://www.tpos.co.uk

The address is: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire. SP1 2BP

Telephone number: 01722 335458

A period of 12 months is allowed to refer your complaint to the Property Ombudsman.

Please be assured that everything possible will be done to resolve problems to your complete satisfaction.

NOTES

“Working day” covers Monday – Friday and excludes all public Bank Holidays.