Citizens Advice
The Citizens Advice consumer service gives free advice on a dispute with a business in England and Wales, and can pass a case to Trading Standards.
Complaints procedure
When something goes wrong
Tell us plainly, and we answer plainly: what happened, what we will do about it, and by when.
Step one
How to tell us
Email property@lananeillestates.life and start the subject with the word “Complaint”, or post a letter to LANA NEILL ESTATES LTD at 76 Corporation Avenue, Llanelli, SA15 3SR, our registered office.
Anyone we have dealt with can complain: a seller who instructed us, a buyer, someone who asked for a first visit, or a person whose details reached us. A complaint does not need special wording; a few clear sentences are enough.
Should putting it in writing be difficult, a line or two telling us so is enough; we will then agree another way to take the details down.
What happens next
Three answers, each with a date
Acknowledged within two working days
We write to confirm we have your complaint, repeat back what we understand it to be, and give the date by which you will have a full answer.
Looked into properly
A director of the company reads everything on file, including emails, notes of visits and viewings, and the written terms, and asks anyone involved for their account. If we need more from you, we ask once, clearly.
A final answer within fifteen working days
In writing: what we found, whether we agree with you, what we will do about it, and the routes below if you are still unhappy. If we cannot finish in fifteen working days, we write before they are up to say why and to give a new date.
Working days are Monday to Friday, apart from bank holidays. Day one is the first working day after your complaint reaches us.
If you are still unhappy
Where you can take it
The small claims track
If a claim cannot be settled between us, the small claims track of the county court decides smaller claims without either side needing a lawyer.
Your information
If the complaint is about how we handled your personal data, you can also complain to the Information Commissioner’s Office.
Afterwards
What we keep, and what we change
The complaint and our answers are kept with the file they belong to, for as long as that file is kept: the privacy notice gives the periods.
Once a complaint is closed, we look at the step where it started and change the way we work if that step let you down.
Complaining changes nothing else
Your sale, your account and every request carry on exactly as before while a complaint is open, and after it is closed.