Liver Estates Ltd – Complaints Procedure

Liver Estates Ltd is committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing and include as much detail as possible. Please send your complaint to:

Email: enqueries@liverestates.co.uk
Address: Liver Estates Ltd, 64 Priory Road Liverpool L4 2RZ

Stage 1 – Acknowledgement

We will send you a written acknowledgement of your complaint within 3 working days of receiving it.

Stage 2 – Investigation

Your complaint will be investigated, and we will provide you with a formal written response within 15 working days of sending the acknowledgement.

If we are unable to respond within this timeframe, we will write to you explaining the reason for the delay and confirm when you can expect a full response.

Stage 3 – Final Review

If you remain dissatisfied with our response, you should contact us again and we will arrange for a separate review by a senior member of staff.

We will then provide you with a final viewpoint letter within 15 working days of receiving your request for a review.

Stage 4 – The Property Ombudsman

If you are still not satisfied after receiving our final viewpoint letter, or if more than 8 weeks has passed since your complaint was first made, you can refer your complaint to The Property Ombudsman.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Tel: 01722 333 306
Web: www.tpos.co.uk

You must refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.

Important Notes

Please note that The Property Ombudsman will only consider complaints made by consumers.
The complaint must first be considered through our internal complaints procedure before it can be escalated.