How to complain about our service

We hope that you never have to complain about us at Landlord law.  However, mistakes do happen sometimes.  

If there is ever anything about our service which you are unhappy about, please follow this procedure:

You will find the green button at the bottom right of most pages on Landlord Law.

It is very intuitive but if you have trouble using it you will find guidance on our contact page.

You will also find a step by step ‘tour’ guide by clicking here.  Note that you may have to wait a while for the ‘tour’ to load so be patient.

We should get back to you within two working days (ie excluding bank holidays and weekends) but hopefully will get back to you sooner than that.

Note that we prefer people to contact us this way as emails do not always get through and may, if they arrive at a busy time, get ‘lost’.  This should not happen with the green button messages.

We should be able to resolve any issue once you have told us about it via the green button service, if if this does not happen, proceed as follows.

If we are unable to resolve your issue directly, you may want to check our terms and conditions before proceeding further.

You will find these here and they contain quite detailed sections on complaints and liability – both as regards Landlord Law members and as regards our training events, courses and kits.

Although Tessa is a solicitor, Landlord Law is not a traditional solicitor firm.  You therefore cannot complain to the Legal Ombudsman as this is reserved for complaints against regulated solicitors firms.

In place of this we have signed up to the Property Redress Scheme which is one of the statutory redress schemes which letting agents must join.  This has a mediation service which can be used by members to resolve disputes.

You can find out more about this and the procedure you need to follow on the PRS website here.

It is a condition of using this scheme that you have tried to resolve your issue with us first and failed.

Note that Tessa is currently a Council Member of the PRS but if a complaint were brought this would not affect the outcome and the claim would be dealt with in the same way as any other claim.  

If your complaint is about Tessa herself, you may also be able to complain to the Solicitors Regulation Authority.

You can find out more about this here.

PRS