At LJ Hooker we do our best to provide excellent service, but we know that sometimes things can go wrong.

Should this occur we’d like you to let us know, then we can try and put matters right and preventative measures in place. We take all complaints seriously and will deal with the issues raised promptly. To ensure that we have all the facts necessary to investigate your complaint, we have a step by step procedure. Following this procedure will enable us to expedite the complaint process and respond accordingly.

Step 1

The most effective way of resolving a problem is to give the person involved the opportunity to discuss your dissatisfaction with you informally. Before you decide whether to make a formal complaint we therefore ask you to try to resolve the matter with the person concerned by contacting your Property Manager.

Step 2

If your problem is about the Property Manager and you are unable to discuss the matter with him/her or if you are unhappy with the way the matter is dealt with you can then put your complaint in writing to the respective Licensee (business owner). The Licensee will acknowledge receipt of your letter, email or fax within 3 working days. You will receive a formal reply within 21 working days. Complaints are often complex and if you are not entirely happy with our response you can follow step 3 of the procedure.

Step 3

If you feel you have not received a reasonable response to your complaint under Step 2, your next avenue would be to apply to the Tenancy Tribunal for mediation and/or hearing. All details including application forms can be found on the Ministry of Justice Website.